MS Engineer, Network-5

Overview

Provide managed services as a Networking Managed Services Engineer (L1), helping keep clients' IT infrastructure and systems operational. Identify, investigate and resolve technical incidents and problems while maintaining service quality.

What you'll do

• Proactively identify, investigate and resolve technical incidents and problems.
• Monitor client infrastructure and solutions to catch errors before or as soon as they occur.
• Investigate first-line incidents and understand their root causes.
• Follow approved procedures for request fulfilment.
• Provide telephonic, ITSM ticket and chat support.
• Execute maintenance activities such as patching and configuration changes.
• Ensure smooth shift handovers for continuous service.
• Identify opportunities to reduce common incidents and find automation possibilities for request fulfilment, incident resolution and process improvements.
• Support project work and disaster recovery functions and tests when required.
• Resolve incidents and requests efficiently and comprehensively, escalating when necessary.
• Update existing knowledge and share valuable insights to support continuous learning and improvement.

What you'll need

• Basic understanding of Pulse Secure SSL VPN, Virtual Juniper, Palo Alto and Fortinet Firewalls.
• Basic understanding of Cisco Nexus switches, ASr and ISr routers, Cisco ACS, ISE and Meraki switches.
• Basic understanding of common routing protocols such as BGP, OSPF and EIGrP.
• Highly disciplined handling of tickets on a day-to-day basis.
• Ability to act promptly as per defined Sop’s.
• Ability to resolve as many tickets as possible using available Knowledge articles or provided Sop’s.
• Good understanding of ITSM tools and ITSM processes.
• Strong planning skills, considering possible changes and circumstances.
• A strong work ethic, including the capacity to put in longer hours when necessary.
• Adaptability to changing environments.
• A client-focused approach, creating positive client experiences throughout their journey.
• Aptitude to communicate and work across different cultures and social groups.
• Excellent active listening skills, confirming understanding and seeking relevant information.
• A positive outlook and resilience under pressure.
• A bachelor’s degree in information technology/computing or equivalent experience.

Details

• Location: Mumbai, India.
• Workplace type: On-site Working.