Networking Managed Services Engineer (L1)

Description

The company is a $30+ billion business and technology services provider that serves 75% of the Fortune Global 100.

This is an entry-level Networking Managed Services Engineer (L1) role focused on keeping clients' IT infrastructure and systems running.

The company offers cloud, security, connectivity, data centre, AI and application services, with experts in more than 70 countries.

The parent group invests over $3 billion each year in research and development.

The team values diversity and inclusion and supports career growth.

Responsibilities

• Monitor client infrastructure and solutions and catch errors before or as they happen.
• Investigate first-line incidents, find their root causes, and follow approved procedures for request fulfilment.
• Handle support through phone, ITSM tickets or chat.
• Carry out maintenance such as patching and configuration changes.
• Run smooth shift handovers so service stays continuous.
• Look for ways to cut down common incidents and to automate request fulfilment, incident resolution and process work.
• Occasionally support project work and disaster recovery functions and tests.
• Resolve incidents and requests thoroughly, escalating when needed.
• Update knowledge articles 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 routing protocols BGP, OSPF and EIGRP.
• Work through tickets with discipline every day and act promptly under the defined SOPs.
• Resolve as many tickets as you can using knowledge articles or provided SOPs.
• Good understanding of ITSM tools and processes.
• Strong planning skills that account for possible changes and circumstances.
• A strong work ethic, including being willing to work longer hours when needed.
• Ability to adapt to changing environments.
• A client-focused approach that creates positive experiences throughout the client's journey.
• Ability to communicate and work across different cultures and social groups.
• Excellent active listening, confirming understanding and asking for relevant information.
• A positive outlook and resilience under pressure.
• A bachelor's degree in information technology or computing, or equivalent experience.

Conditions

Hybrid working.

The company is an equal opportunity employer.