Senior Receptionist

The Network Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The Network Engineer focuses on second line support for incidents and requests with medium to high level of complexity an engages with both internal and external stakeholders.

Requirements

Performance Objectives (PO)

Good exposure in handling large enterprise network

Experience in remotely management of incidents

ITIL process knowledge

Ability to review logs and provide updates

Ability to implement Network changes

Basic understanding of MPLS technology

Basic understanding of telecom standards / protocols

Closure of all assigned tickets on tool

Closure of tickets within SLA

Updating the Activity tracker against all the incident tickets on ITSM tool

Sharing the Analysis report for all major incidents within 30 mins of closure

Successful implementation of Change Requests

Handling client escalation

Timely escalation to the next level

Log and attend to tickets using clients ticketing tool

Monitor network via monitoring tool

Troubleshoot network issues

Experience in installing Cisco Routers, Switches and Access points

Updating documentation

Liaise and coordinate with 3rd party contractors / vendors

Communicate with other teams and clients for extending support. Must be proficient in change management process with an ability to plan and execute changes with clear identification of risks and mitigation plans to be captured into the change record

Provide second level support to all incidents, requests and identify the root cause of incidents and problems

Qualifications, Knowledge and Experience

Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience) - 3+ Years

ITL v3 - 1+ Years

3- 5 years work experience in a similar role - 3+ years

Experience working with third party vendors - 3+ years

Drivers license (essential)

Cisco Meraki - 1-2 years

Wi-Fi - 2+ years

Routing / switching - 2+ years

Special Requirements

3+ Years work experience in a security environment

2-5+ years in a similar role within an ICT organisation provision managed services

Must have worked in an IT support role and possess knowledge of network fundamentals, protocols, standards and technologies

Experienced in writing technical documentation and experience in co-ordination with TAC

Performance Objectives (PO) Good exposure in handling large enterprise network Experience in remotely management of incidents ITIL process knowledge Ability to review logs and provide updates Ability to implement Network changes Basic understanding of MPLS technology Basic understanding of telecom standards / protocols Closure of all assigned tickets on tool Closure of tickets within SLA Updating the Activity tracker against all the incident tickets on ITSM tool Sharing the Analysis report for all major incidents within 30 mins of closure Successful implementation of Change Requests Handling client escalation Timely escalation to the next level Log and attend to tickets using clients ticketing tool Monitor network via monitoring tool Troubleshoot network issues Experience in installing Cisco Routers, Switches and Access points Updating documentation Liaise and coordinate with 3rd party contractors / vendors Communicate with other teams and clients for extending support. Must be proficient in change management process with an ability to plan and execute changes with clear identification of risks and mitigation plans to be captured into the change record Provide second level support to all incidents, requests and identify the root cause of incidents and problems Qualifications, Knowledge and Experience Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience) - 3+ Years ITL v3 - 1+ Years 3- 5 years' work experience in a similar role - 3+ years Experience working with third party vendors - 3+ years Driver's license (essential) Cisco Meraki - 1-2 years Wi-Fi - 2+ years Routing / switching - 2+ years Special Requirements 3+ Years work experience in a security environment 2-5+ years in a similar role within an ICT organisation provision managed services Must have worked in an IT support role and possess knowledge of network fundamentals, protocols, standards and technologies Experienced in writing technical documentation and experience in co-ordination with TAC