Key Roles and 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 optimization
Update existing knowledge articles or create new ones
Identify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities.
Knowledge, Skills, and Attributes :
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 pressurized 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
Hands-on experience with Cisco Routers and Switches.
Hands-on experience on IP protocols (IP, WINS, DHCP, DNC, etc...)
Hands-on experience on routing protocols (EIGRP, OSPF, BGP), switching protocols (STP, VTP and VLANs).
Cisco Nexus Switches knowledge is a plus.
Academic Qualifications :
Diploma, degree, or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)
Preferred certifications :
Up to date and relevant ITIL certification (Foundation Level)
Cisco Certified Network Associate - Wireless (CCNA-WL)
Cisco Certified Network Associate - Voice (CCNA-V)
Additional certifications :
Cisco Certified Network Professional - Routing and Switching (CCNP-R / S)
Cisco Certified Network Professional - Wireless (CCNP-W)
Cisco Certified Network Professional - Data Center (CCNP-DC)
Cisco Certified Network Professional - Voice (CCNP-V)
Any of the above certifications is a plus. The MS Services Engineer (L1) is expected to gain certifications relevant to services supported.
Certifications carry additional weight on a candidate’s qualification for the role.
Required Experience :
Entry-level experience or completion of the relevant intern program
Entry-level experience with troubleshooting and providing the support required in network / data center / systems / storage administration and monitoring Services within a medium to large ICT organization.
Working knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup, etc)
What will make you a good fit for the role?
