Qualifications

Onsite Network Engineer:

• Bachelor's Degree in Computer Science or related area
• 4 years' of experience with network administration, Racking,Stacking of Devices, basic troubleshooting of Cisco Switches, Firewall, Routers etc.
• Knowledge of IP networking fundamentals
  
  

Responsibilities

• Maintain, implement, and troubleshoot networks
• Design and support our network systems and infrastructure
• Configure and operate routers and switches
• Monitor network performance and make recommendations based on performance analysis
  
  

On-Site Troubleshooting & Resolution

Once the engineer arrives on-site, the following tasks must be executed systematically:

• Physical Inspection & Basic Checks
  
  

✅ Visual Inspection

• Verify device power status (LED indicators).
• Check cabling for damage/loose connections.
• Validate rack stability and proper airflow.
  
  

✅ Connectivity Testing

• Use cable testers to validate Ethernet/fiber links.
• Reseat SFPs/transceivers if link flaps are detected.
• Confirm switch port status (shut/no shut if needed).
• Hardware Replacement
  
  

🔧 Failed Device Swap

• Power down the faulty device (if safe) after confirmation with Client SME.
• Replace with pre-configured spare (if available).
• Document serial numbers in the ITSM ticket.
• Coordination with Remote Teams
  
  

📞 Live Troubleshooting

• Establish a secure remote session (SSH/TeamViewer).
• Share console output with backend engineers.
• Implement configuration fixes as directed.
• Initiate Teams call and share screens
• Post-Resolution Validation
  
  

✔ Functional Testing

• Ping tests, traceroutes, and throughput checks.
• Verify VLAN/access control for firewall rules.
• Obtain Infosys client sign-off before departure.
• Post-Support Steps
  
  

Step 6: Ticket Resolution & Closure

• If resolved, the engineer updates the ITSM ticket with:
• Actions taken
• Replaced components (if any)
• Client confirmation (ITSM Approval or email approval)
• If unresolved, a temporary workaround is implemented, and the ticket is escalated.
  
  

Step 7: Asset & Documentation Update

• Spare parts used are recorded in the ITSM asset inventory.
• Network diagrams & CMDB are updated if changes were made.