Networking Managed Services Engineer; L1

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• Monitor client network infrastructure, systems, and services to ensure availability and performance.
• Identify, investigate, troubleshoot, and resolve Level 1 incidents and service requests within agreed SLAs.
• Escalate incidents, risks, and unresolved issues to appropriate support teams when required.
• Perform root cause analysis for incidents and contribute to incident prevention initiatives.
• Fulfil approved service requests and execute routine operational tasks according to documented procedures.
• Provide telephonic, chat, and ticket-based support to customers and internal stakeholders.
• Execute approved maintenance activities, including software patching, configuration changes, and system updates.
• Follow established change management processes and procedures.
• Perform troubleshooting across WAN, LAN, wireless, SD-WAN, and inter-site connectivity environments.
• Support the implementation, configuration, and maintenance of network infrastructure and security controls.
• Assist in maintaining network security standards, identifying vulnerabilities, and supporting remediation activities.
• Ensure network devices, systems, and services remain secure, operational, and compliant with organisational standards.
• Contribute to the maintenance of network documentation, diagrams, standards, procedures, and knowledge articles.
• Monitor network performance and utilise management and monitoring tools to proactively identify issues and improvement opportunities.
• Identify opportunities for operational efficiency, automation, process optimisation, and incident reduction.
• Participate in shift handovers and maintain accurate operational records to ensure service continuity.
• Assist with disaster recovery activities, testing, and business continuity requirements where applicable.
• Contribute to project-related activities and network deployments as required.
• Perform other duties as reasonably required within the scope of the role.

• Solid understanding of:
• OSI Model and TCP/IP protocol suite.
• IP addressing, subnetting, routing concepts, and network segmentation.
• Layer 2 switching technologies, VLANs, access ports, trunking, and access control lists.
• Routing protocols including OSPF, EIGRP, and basic BGP concepts.
• Network Address Translation (NAT).
• SNMP and network management principles.
• Traffic filtering using access lists and route maps.
• Enterprise network architecture concepts.

• Basic knowledge and experience configuring, monitoring, and troubleshooting:
• Cisco switching and routing platforms.
• Aruba and Meraki switching and wireless solutions.
• Fortinet, Palo Alto, Cisco, or similar firewall technologies.
• Enterprise wireless networking technologies.
• SD-WAN technologies (Fortinet, Cisco, Meraki, or similar).
• ISP connectivity solutions, including DIA, MPLS, and point-to-point circuits.
• VPN technologies, including SSL VPN solutions.

• Understanding of network security principles, standards, and best practices.
• Ability to identify, assess, and elevate security risks and vulnerabilities.
• Experience securing network devices, switches, and wireless infrastructure.
• Understanding of network monitoring, alerting, and management tools.

• Familiarity with:
• Service management and ticketing systems (Service Now, 4
  
  Me/Xurrent, or similar).
• Network monitoring platforms such as Logic Monitor, Net Scout,…