MS Service Engineer (L1)

The MS Service Engineer (L1) is an entry-level networking managed services role focused on keeping client IT infrastructure and systems operational. The engineer monitors client infrastructure, identifies and troubleshoots incidents, provides first-line client support, performs approved maintenance and configuration activities, escalates issues when required, maintains knowledge articles, and identifies opportunities for automation and process improvement. The role may also support disaster recovery activities and project work

Required Skills Network/infrastructure monitoring First-line incident troubleshooting and resolution Root-cause identification Client/technical support through phone or chat Incident escalation and SLA management Maintenance, patching and configuration changes Basic networking/data-center/systems/storage administration knowledge Basic knowledge of management agents and redundancy concepts Client communication and active listening Ability to work under pressure and adapt to changing circumstances

Knowledge of

Pulse Secure SSL VPN / Juniper Virtual Palo Alto and Fortinet firewalls Cisco Nexus switches Cisco ASR/ISR routers Cisco ACS/ISE Meraki switches/access points Enterprise network architecture BGP, OSPF, EIGRP NAT DIA, MPLS and P2P circuits SecureCRT and LogicMonitor Preferred / Additional Skills CCNA or equivalent certification Other certifications relevant to the supported services Experience with network/data-center/system/storage monitoring in a medium-to-large ICT organization Disaster Recovery implementation/testing Automation and process optimization