Networking Managed Services Engineer (L1)

Overview

First-line Managed Services Engineer (L1) who acts as the first point of contact for clients, keeping their IT infrastructure and systems operational across two or more technology domains.

What you'll do

• Monitor client infrastructure and solutions, identifying problems and errors before or as they occur.
• Investigate first-line incidents assigned to you, pinpoint root causes, and resolve standard and low-complexity incidents and service requests.
• Provide telephonic, ITSM ticket or chat support to clients.
• Carry out 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.
• Look for opportunities to optimize work and support project work as needed.
• Contribute to disaster recovery functions and tests.
• Hand over shifts carefully to ensure service continuity.
• Report and escalate incidents when necessary.

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 in handling tickets on a day-to-day basis.
• Act promptly as per defined SOPs.
• Try to resolve as many tickets as possible 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 client 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.
• A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).

Details

• Workplace type: On-site.
• Shift changes and longer hours may be required.