Network Engineer - L1

Overview

Provide first-line support as a Cross Technology Managed Services Engineer (L1), helping keep client IT infrastructure and systems operational across two or more technology domains.

What you'll do

• Act as the first point of contact for clients.
• Identify, investigate, and resolve technical incidents and problems, focusing on standard and low-complexity incidents and service requests.
• Monitor client infrastructure and solutions to identify problems and errors before or as they occur.
• Investigate first-line incidents, pinpoint root causes, and provide 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.
• Identify opportunities for work optimization and support project work as needed.
• Contribute to disaster recovery functions and tests.
• Complete careful handovers during shift changes to ensure service continuity.
• Report and escalate incidents when necessary.
• Provide efficient and comprehensive resolutions for incidents and requests.
• Support a positive client experience by placing client needs at the forefront of interactions.

What you'll need

• 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 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 using ITSM tools.
• Skill in planning activities and projects in advance and adapting to changing circumstances.
• A client-centric approach, understanding client requirements and ensuring a positive experience throughout their journey.
• 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.
• A bachelor's degree or equivalent qualification in IT or Computing, or demonstrated equivalent work experience.

Details

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