Job Requirements

The Networking Managed Services Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution.

This role has the primary objective is to ensure zero missed service level agreement (SLA) conditions.

This role focuses on first-line support for standard and low complexity incidents and service requests.

This role may also contribute to / support on project work as and when required.

Key Responsibilities:

• Monitors client infrastructure and solutions.

• Identifies problems and errors prior to or when they occur.

• Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.

• Investigates first line incidents assigned and identifies the root cause of incidents and problems.

• Fulfils approved requests following agreed procedures.

• Provides telephonic or chat support to clients when required.

• Executes approved maintenance activities including patching and configuration changes.

• Follows the required handover procedures for shift changes to ensure service continuity.

• Reports and escalates incidents where necessary.

• Ensures the efficient and comprehensive resolutions of incidents and requests.

• Proactively identifies opportunities for work optimization.

• Updates existing knowledge articles or creates new ones.

• Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.

• May also contribute to / support on project work as and when required.

• May work on implementing and delivering Disaster Recovery functions and tests.

Work Experience

• Entry-level experience with troubleshooting and providing the support required in network / data centre / systems and monitoring Services within a medium to large ICT organisation

• CCNA certification (Or full knowledge of CCNA)

• A good level of English and German is a must.

• Willingness to work 24x7 (nights, weekends, public holidays => 12 hour shift rotation)

• Experience with Bluecoat Proxy Servers, F5 Loadbalances, Fortinet is desirable but not essential.