Service Delivery Field Support engineer (L1)

Overview

Entry-level (L1) Networking Managed Services Engineer providing managed services to keep clients' IT infrastructure and systems operational.

What you'll do

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

What you'll need

• Basic understanding of Pulse Secure SSL VPN, Virtual Juniper, Palo Alto and Fortinet firewalls, Cisco Nexus switches, ASR and ISR routers, Cisco ACS, ISE, Meraki switches, and common routing protocols (BGP, OSPF, EIGRP).
• 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 ITSM tools and ITSM processes.
• Strong planning skills, considering possible changes and circumstances.
• Strong work ethic, including the capacity to put in longer hours when necessary.
• Adaptability to changing environments.
• 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.
• Positive outlook and resilience under pressure.
• A bachelor's degree in information technology/computing or equivalent experience.

Details

• Workplace type: On-site.