Infra Tech Support Practitioner

Infra Tech Support Practitioner

Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting. Must have skills: Network Infrastructures. Minimum 5 years of experience is required. Educational Qualification: 15 years full time education.

Roles & Responsibilities:

• Liaise with customer technical teams to plan and execute the deployment of new network devices and technologies.
• Create and manage change requests in ITSM tools, implement approved changes, perform validation and testing, and ensure successful handover to the client.
• Provide advanced troubleshooting support during deployment to resolve any network-related issues and ensure smooth delivery service.

Professional & Technical Skills:

• Cisco Data Center routing and switching, F5 Load balancer, Cisco Wireless and Fortinet SD-WAN
• Arista Switches / Cisco Meraki
• Demonstrated expertise in configuring, managing, and troubleshooting Cisco Data Center switches and routers, ensuring optimal network performance and reliability.
• Strong proficiency with network monitoring platforms (e.g., SolarWinds), including configuration of monitoring parameters, event management, and threshold tuning to proactively identify and resolve network issues.
• Solid understanding of data center networking technologies, enterprise wireless solutions, F5 load balancers, and Fortinet SD-WAN platforms.
• Provide advanced Level 3 technical support, performing in-depth troubleshooting and root cause analysis to resolve complex network incidents within defined SLAs.
• Monitor network resource utilization, performance trends, and capacity planning to support scalable infrastructure growth and prevent potential bottlenecks.
• Execute network maintenance and system upgrades, including deployment of service packs, patches, hotfixes, and security configurations to ensure network stability and compliance.
• Skilled in implementing and supporting VPN technologies such as IPsec, site-to-site VPN, and SSL VPN for secure remote connectivity.
• Maintain and optimize LAN/WAN designs, including routing protocols, network segmentation, and high-availability architectures.
• Diagnose and resolve critical incidents and problem tickets, proactively identifying potential points of failure and recommending effective remediation strategies.
• Develop and maintain comprehensive technical documentation, including knowledge base articles, known error databases, runbooks, and network topology diagrams.
• Minimum of 6+ years of hands-on experience in network operations, support, and infrastructure management roles within enterprise environments.
• Proven track record in supporting end-to-end network deployments, including configuration, implementation, and post-deployment support.
• Experience in executing network transitions and transformations, contributing to large-scale migration projects and modernization initiatives.
• Strong understanding of operational procedures, processes, and best practices within the networking domain.
• Excellent communication, collaboration, and interpersonal skills, with the ability to work effectively with cross-functional teams and client stakeholders.
• Willingness to support 24×7 operations in a rotational shift model, including participation in on-call escalation support when required.

Additional Information: A 15 years full time education is required. BS or BA in Engineering, Computer Science or equivalent. CCNA and CCNP Certifications / Security & Cloud Certifications

About Accenture

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