MS Engineer (L1)

Description

This is an entry-level Networking Managed Services Engineer (L1) role. You will help keep clients' IT infrastructure and systems running by spotting, investigating and fixing technical incidents and problems.

The company is a $30+ billion business and technology services leader that serves 75% of the Fortune Global 100. It builds AI and digital infrastructure and offers cloud, security, connectivity, data center and application services, with experts in over 70 countries. The wider group spends over $3 billion each year on R&D.

Responsibilities

• Monitor client infrastructure and solutions, and catch errors before or as they happen.
• Investigate first-line incidents and find their root causes.
• Follow approved procedures to fulfil requests.
• Handle work by phone, through ITSM tickets or by chat.
• Carry out maintenance such as patching and configuration changes.
• Hand over shifts smoothly so service continues without a gap.
• Look for ways to reduce common incidents and to automate request fulfilment, incident resolution and process work.
• Escalate when needed, and occasionally support project work and disaster recovery functions and tests.
• Update existing knowledge and share useful insights with the team.

Requirements

• 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 the BGP, OSPF and EIGRP routing protocols.
• Disciplined day-to-day ticket handling, acting promptly under the defined SOPs.
• Resolve as many tickets as you can using knowledge articles or provided SOPs.
• Good working knowledge of ITSM tools and processes.
• Strong planning skills that allow for possible changes and circumstances.
• Strong work ethic, including the willingness to work longer hours when necessary.
• Ability to adapt to changing environments.
• Client-focused, aiming for a positive experience at every stage of their journey.
• Ability to communicate and work across cultures and social groups.
• Active listening: confirm understanding and ask for relevant information.
• Positive outlook and resilience under pressure.
• A bachelor's degree in information technology or computing, or equivalent experience.

Conditions

Hybrid working.