Networking Managed Services Engineer; L1

JOB DESCRIPTION

The team you'll be working with :

This Networking Managed Services Engineer (L1) is an entry level engineering role, responsible for providing a managed service to the client to ensure that their IT infrastructure and systems remain operational by working with the NOC to resolve technical incidents and restoring service to the client by managing incidents to resolution.

This role has the primary objective is to ensure zero missed service level agreement (SLA) conditions and 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. Based on a client site in Westhampnett, Chichester, West Sussex you will be part of a small team responsible for supporting the customers Network – looking for applicants who live within 60 minutes of this location.

• Monitors client infrastructure and solutions.
• Work with the NOC team based in Prague to resolve incidents.
• Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
• 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 optimisation.
• Updates existing network drawings or creates new ones.
• Identifies opportunities for work optimisation 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.
• Performs any other related task as required.
• Standby every 1 in 3 weeks. Standby requires that you are not more than 90 minutes away from the client’s site.

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurised environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

• Fortinet Firewalls / Cisco Nexus switches, Cisco Catalyst / Cisco WLAN controllers / Enterprise network architecture / Common routing protocols: BGP, OSPF, EIGRP / Network address translation / Familiarity with common network management and monitoring tools such as Secure
  
  CrT, Logic Monitor.
• Working in an ITSM environment

• Bachelor's degree or equivalent qualification in Information Technology / Computing (or demonstrated equivalent work experience).
• CCNA or working towards CCNA.
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).

• Entry‑level experience or completion of the relevant intern program.
• Entry‑level experience with troubleshooting and providing the support required in network / DATA centre / systems / storage administration and monitoring Services within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, DATA Centre, Telephony, Exchange, Storage,…