KTek Resourcing تعلن عن وظيفة دعم شبكات L1 و L3 في تبوك ضبا

Field IT Troubleshooting and Support L1 & L2

• Provide comprehensive on-site support for diagnosing and

troubleshooting complex network issues, including in-depth analysis

of connectivity problems, device failures, and cabling issues.

• Lead incident response efforts for issues that fall within L1/L2

capabilities, ensuring resolution or escalation to L3 team / End user support team) support

when necessary.

• Collaborate with remote teams to conduct advanced troubleshooting

and diagnostics, utilizing specialized tools and techniques for

effective problem resolution.

• Handle the physical replacement or repair of network, AV, and printer

components such as routers, switches, toner, and other hardware

and consumable supplies, ensuring minimal disruption to services.

• Support platforms include:

o Core Routing and Switching: ASR 9000 series, Catalyst

6509, 6513, 4510, 9300, 9200, 3850, 3750, and 2960.

o Industrial Switches: Cisco IE300 and IE4000 series.

o Wireless Infrastructure: Including indoor and outdoor

access points.

o Collaboration Solutions: Cisco Room Bar and Cisco

Navigator, including Cisco RoomOS

Note: Network L1 and L2 resources should have CCNA certification

• Printers currently in the vendor-managed inventory located in customer premise

and will continue

to operate under the existing printing services contract.

• Printers’ toner and other consumables-excluding print paper-will

be stocked and maintained at the customer premise. All

necessary licenses are in place, and the devices will connect to the

print server via IP, enabling centralized management.

Printing support will follow the existing CUSTOMER model, provided on an

on-call basis. The vendor will offer remote assistance or scheduled

service visits as needed. Minor issues will be handled in coordination

with the on-site support team (Managed Services),

while more complex issues will be escalated accordingly.

• Processing user requests, such as software installations and

hardware provisioning.

• Providing user assistance through phone, email, remote desktop

tools, or direct onsite visits.

• Tracking IT hardware and software assets, ensuring accurate

documentation and lifecycle monitoring in coordination with the

CUSTOMER IT assets support team.

• Handling user requests, including AV equipment setup, video

conferencing assistance, and event support coordination.

3.2 Installation and Configuration

• Conduct installation, configuration, setup, and disposal of our

approved network and end-user devices, including laptops, desktops,

workstations, printers, routers, switches, access points, and other

networking hardware, as required.

• Verify network layouts as per the design.

• Perform basic network device configurations as guided by the L3

team.

• Support platforms include:

o Core Routing and Switching: ASR 9000 series, Catalyst

6509, 6513, 4510, 9300, 9200, 3850, 3750, and 2960.

o Industrial Switches: Cisco IE300 and IE4000 series.

o Wireless Infrastructure: Including indoor and outdoor

access points.

o Collaboration Solutions: Cisco Room Bar

Preventive Maintenance & End-User Hardware Maintenance

SCOPE OF WORK

L1 & L2 Field Services

• Conduct performance monitoring and analysis of networking devices,

cabling, and hardware at field locations to ensure optimal operation.

• Follow predictive maintenance strategies to proactively identify and

address potential issues before they impact network performance.

• Perform firmware updates and software upgrades for network

devices to maintain security and functionality, as required.

• Follow preventive maintenance best practices and work permits and

HSE procedures to enhance effectiveness and safe working

environment.

• Conduct regular health checks, updates, and hardware diagnostics

on end-user devices to ensure system stability and reduce downtime.

• Performing routine inspections, testing, and servicing of AV systems

to ensure optimal performance and prevent future issues.

• Replace printer spare parts, including toner, cartridges, and other

Performing initial diagnostics for all end-user hardware issues,

including laptops, desktops, and workstations (Windows, Linux, and

macOS).

• Coordinating with CUSTOMER’s central IT support teams and relevant

vendors (e.g., Dell ProSupport Plus, Zenith Care) for warranty-based

repairs, part replacements, or on-site service requests.

• Assisting with the shipment or delivery of devices to CUSTOMER for

further assessment or repair, when required.

• Adapt to any future updates to the hardware support model at CUSTOMER

and continue to act as the primary point of coordination for all onsite

support and hardware repair logistics.