Networking Managed Services Engineer (L2)

Overview

Developing L2 engineering role ensuring clients' IT infrastructure and systems remain operational by proactively monitoring, investigating and resolving technical incidents and problems within SLAs.

What you'll do

• Review client requests and tickets and resolve them efficiently and effectively as second-line support for incidents and requests of medium complexity.
• Proactively monitor work queues, execute operational tasks and update tickets with the actions taken.
• Identify, analyse and log issues before they escalate.
• Communicate with other teams and clients to provide support and ensure changes are executed with clear risk identification and mitigation plans.
• Highlight key tickets and upcoming critical tasks during shift handover.
• Escalate tickets to the Centres of Excellence (CoE) and other teams when needed.
• Collaborate with automation teams to optimize efforts and automate routine tasks.
• Coach Service desk and L1 teams in technical and behavioural skills.
• Establish monitoring for client infrastructure and lead initial client escalations for operational issues.
• Contribute to change management by logging change requests, executing approved maintenance activities and auditing incident and request tickets for quality.
• Produce trend analysis reports identifying tasks suitable for automation.
• Support disaster recovery functions and other related tasks as needed.
• Contribute to project work from time to time.

What you'll need

• Proficiency in Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and similar technologies.
• Familiarity with ticketing tools.
• At least one technical certification in the above-mentioned technologies.
• Strong planning skills with the ability to anticipate and adapt to changing circumstances.
• Adaptability and resilience in a dynamic work environment.
• Ability to communicate and work effectively across different cultures and social groups.
• Proficiency in active listening and client-centric communication.
• A positive outlook and the ability to work well under pressure.
• A client-first attitude, always seeking to create positive client experiences.
• A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience.

Details

• Workplace type: On-site.