Networking Service Delivery Field Support Engineer

Job Title: Networking Service Delivery Field Support Engineer (L1)

About the Role

The Networking Service Delivery Field Support Engineer (L1) is responsible for providing first-line onsite technical support and field engineering services to clients. This role focuses on proactively identifying and resolving technical incidents and problems to restore service. The primary objective is to ensure zero missed Service Level Agreement (SLA) conditions. This role manages standard and low complexity incidents, performs routine tasks, and follows standard practices and procedures.

Key Responsibilities

• Ensures assigned infrastructure at the client site is configured, installed, tested, and operational.
• Ensures software included in the solution is installed and configured according to client requirements.
• Proactively identifies problems and errors as they occur and logs incidents with the required detail.
• Liaises with stakeholders including client IT, carriers, and colleagues to expedite diagnosis and resolution.
• Investigates assigned first-line support calls and identifies root causes of incidents and problems using knowledge articles.
• Responds to and diagnoses alerts, escalating to L2 Field Engineer when resolution is not possible within the stipulated time.
• Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
• Ensures efficient and comprehensive resolution of incidents and requests.
• Applies tools, techniques, and processes to track, log, report on, and correct configuration items, components, and changes.
• Investigates problems in systems, processes, and services, assisting with the implementation of agreed remedies and preventative measures.
• Provides first-line remote and onsite technical support to clients.
• Provides first-line field engineering services to clients.
• Reports and escalates issues to 3rd party vendors if necessary.
• Follows handover procedures for shift changes to ensure service continuity.

Requirements & Tech Stack

• Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
• Technical support to clients.
• Diagnosis and troubleshooting.
• Remote support in Networking technologies.
• Relevant technology.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA.
• Good communication skills, both verbal and written.
• Ability to plan activities and projects well in advance, accounting for changing circumstances.
• Ability to maintain a positive outlook.
• 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 (paraphrasing, probing, refraining from interrupting).
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements and creating a positive client experience.