MS Engineer L1 - Network
Dimension Data
Johannesburg, South Africa
3d ago

The MS Engineer (L1) - Netsec is responsible for providing a managed 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 service to clients by managing incidents to resolution.

Their primary objective is to ensure zero missed service level agreement conditions. The Engineer (L1) focuses on first line support for standard to low complexity

incidents and service requests.

Key Roles & Responsibilities :

  • Monitors client infrastructure and solutions
  • Identify problems and errors prior to or when they occur
  • Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
  • Investigate first line incidents assigned and identify the root cause of incidents and problems
  • Fulfill approved requests following agreed procedures
  • Provide telephonic or chat support to clients when required
  • Execute approved maintenance activities including patching and configuration changes
  • Follow the required handover procedures for shift changes to ensure service continuity
  • Report and escalate incidents where necessary
  • Ensure the efficient and comprehensive resolutions of incidents and requests
  • Proactively identify opportunities for work optimisation
  • Knowledge, Skills and Attributes :

  • Ability to communicate and work across different cultures and social groups
  • Ability to plan activities and projects well in advance, ad 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 refrain from interrupting
  • Ability to adapt to changing circumstances
  • Ability to place clients at the forefront of all interaction
  • Diploma, degree or relevant qualification in IT / Computing
  • Cisco Certified Network Associate (CCNA) certified
  • Advantageous certifications :

  • Up to date and relevant ITIL certification (Foundation level)
  • Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)
  • Required Experience :

  • Entry level experience or completion of relevant intern programme
  • Entry level with troubleshooting and providing support in network / data centre / systems and monitoring services within a medium to large ICT organisation
  • Working knowledge of management agent, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Centre, Telephony, Exchange, Storage, Cloud, Backup etc.)
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