Networking Managed Services Engineer (L1)

Key Responsibilities

• Act as the first point of contact for clients, ensuring their IT infrastructure and systems remain operational.
• Proactively identify, investigate, and resolve technical incidents and problems, focusing on first-line support for standard and low-complexity incidents and service requests.
• Aim to ensure zero missed service level agreement conditions.
• Monitor client infrastructure and solutions, identifying problems and errors before or as they occur.
• Dive deep into first-line incidents, pinpointing root causes, and providing telephonic, ITSM ticket, or chat support.
• Perform maintenance activities, such as patching and configuration changes.
• Work across two or more technology domains, such as Cloud, Security, Networking, Applications, or Collaboration.
• Update existing knowledge articles or create new ones.
• Seek opportunities for work optimization.
• Support project work as needed.
• Contribute to disaster recovery functions and tests.
• Ensure service continuity with careful handovers during shift changes.
• Report and escalate incidents when necessary.
• Strive for efficient, comprehensive resolutions of incidents and requests.
• Provide a positive client experience, placing their needs at the forefront.

Requirements & Tech Stack

• Entry-level experience with troubleshooting and support in Security, Network, Data Centre, Systems, or Storage within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and ITIL processes.
• Highly disciplined in handling of tickets on a day-to-day basis.
• Act promptly as per defined SOPs.
• Attempt to resolve tickets using available Knowledge articles or provided SOPs.
• Good understanding of using ITSM tools.
• Skill in planning activities and projects in advance and adapting to changing circumstances.
• A client-centric approach, understanding their requirements and ensuring a positive experience.
• Ability to communicate and work across different cultures and social groups.
• Proficiency in active listening techniques and refraining from interrupting.
• A positive outlook at work, even in pressurized environments.
• Willingness to work hard and put in longer hours when necessary.
• Bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).