Network Engineer (L1)
vonq-organic
Sandton
5d ago

Functieomschrijving

Under the guidance of more senior Networking Engineers, the Network Engineer (L1) will provide a service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and to restore services to clients by managing incidents to resolution.

Their primary objective is to ensure zero missed service level agreement conditions. The Network Engineer (L1) focuses on first-line support for standard and low complexity incidents and maintains the Networking environmental and monitoring equipment.

In this position you will be required to :

1. Monitor infrastructure remotely.

2. Ensure that the assigned infrastructure at the client is configured, installed, tested, and operational.

3. Investigate first-line support calls assigned and identify the root cause of incidents and problems.

4. Ensure the efficient and comprehensive resolution of incidents and requests.

5. Report and escalate issues to 3rd party vendors if necessary.

6. Provide telephonic support to clients when required and update the relevant systems as per Dimension Data procedures.

7. Perform the necessary handover procedures in cases where shift work is required.

8. Produce breach and other reports to identify failures and shortcomings.

Skills and knowledge :

  • Demonstrate solution and service knowledge.
  • Strive to meet and exceed SLAs at all times.
  • Demonstrate learning and service orientation.
  • Demonstrate excellent attention to detail.
  • Demonstrate proactive management.
  • Attributes :

  • Demonstrate the ability to adapt to change and think innovatively.
  • Display good verbal and written communication ability.
  • Demonstrate the ability to engage with a variety of stakeholders.
  • Possess good planning and time management ability.
  • Demonstrate the ability to cope under pressure.
  • Requirements

  • Secondary School Qualification
  • Diploma or Degree in Computer Science
  • CCNA / A+ / N+; MCSE or relevant qualification preferred
  • Experience

  • 2 4 years’ work experience.
  • At least 2 years of hands-on’ IT experience supporting and resolving diverse desktop software and hardware issues.
  • At least 2 years experience in supporting Windows-based operating systems.
  • VPN troubleshooting experience.
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