Server Load Balancer Engineer (L1)

About the Role

The Security Remote Field Engineer (L1) is an entry-level engineering role responsible for providing professional remote technical support to clients by identifying and resolving technical incidents and problems. This role aims to restore service to clients by effectively resolving incidents and ensuring all requests and resolutions meet service level agreement (SLA) conditions.

Key Responsibilities

• Maintain the support process and ensure requests are handled according to procedures.
• Use service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports.
• Identify and resolve problems following agreed procedures.
• Carry out agreed maintenance tasks.
• Ensure the usage of knowledge articles in incident diagnosis and resolution, and assist with updates.
• Perform defined tasks to monitor service delivery against SLAs and maintain relevant records.
• Analyze service records against agreed service levels to identify actions for improvement and report these actions.
• Prioritize and diagnose incidents according to agreed procedures.
• Investigate incident causes and seek resolution.
• Escalate unresolved incidents and follow up until resolved.
• Provide service recovery following incident resolution.
• Document and close resolved incidents according to agreed procedures.
• Maintain secure, accurate, complete, and current configuration on configuration items (CIs).
• Apply tools, techniques, and processes to track, log, and correct CI-related information, ensuring asset protection.
• Remotely investigate and identify root causes of incidents and assist with implementing agreed remedies and preventative measures.
• Maintain knowledge of specific specialisms and provide advice on their application.
• Ensure efficient and comprehensive incident resolution, including coordinating product requests and working with team members.
• Provide continuous feedback to clients and affected parties, and update all systems, portals, and ticketing tools.
• Identify problems and errors prior to or when they occur.
• Log all incidents in a timely manner with the required detail.
• Cooperate with stakeholders, including client IT environments, vendors, carriers, and colleagues, to expedite diagnosis and identify resolutions.

Requirements & Tech Stack

• Entry level knowledge of vendor technologies, such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus.
• Entry level knowledge on management agent concepts, redundancy concepts, and remote console architecture within the supported technical domain.

Qualifications

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance and adapt to changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when necessary.
• Ability to apply active listening techniques.
• Ability to place clients at the forefront of all interactions, understand their requirements, and create a positive client experience.
• Degree or relevant qualification in Information Technology or Computing or a related field.
• Associate level Certification in different Security Technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus (e.g., CCNA, JNCIA, ACCA, PCNSA, CCSA).

Experience

• Entry level experience in Security technologies such as Firewall, IPS, IDS, Proxy.
• Entry level experience in technical support to clients.
• Entry level experience in diagnosis and troubleshooting.
• Entry level experience providing remote support in Security technologies.
• Entry level experience in relevant technology.