Functieomschrijving The MS Engineer (L1) 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 focuses on first line support for standard and low complexity incidents and service requests.
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
- Full approved requests following agreed procedures
- Provide telephonic or chat support to clients when required
- Execute approved maintenance activities including patching and conguration 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
Requirements
- Minimum 2 years’ experience in service center environment (or completion of relevant intern programme)
- Working knowledge and understanding of IP, WINS, DHCP, DNS, etc.
- Working knowledge MS-Oce, MS-Outlook, MS-Active Directory, MS-Windows Server, MS-Exchange Server
- Working knowledge and experience with routers & switches
- Experience as a junior network engineer (Advantageous)
- Entry level experience with troubleshooting and providing support required in network/ datacentre/systems/ storage administration and monitoring Services within a medium to large ICT organization.
- Working knowledge of management agent, redundancy concepts, and products within the supported
- technical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup etc.)
Academic Qualifications:
- Diploma/ Degree in IT/Computing (preferred)
- ITIL (advantageous)
- CCNA R/S (essential)
- Cisco Certified Network Associate - Wireless (CCNA-WL) (advantageous)
- Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W) (advantageous)
- Cisco Certified Network Associate - Security (CCNA-SEC) (advantageous)
- MCSA+VCP certification (advantageous)
