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The Managed Services Cross Technology Engineer (L1) is an entry-level position responsible for ensuring the operational integrity of client IT infrastructures. The role involves monitoring systems, troubleshooting incidents, and providing support across various technology domains such as Cloud, Security, and Networking. Candidates should possess a bachelor's degree in IT or Computing and relevant certifications are preferred. This position offers an opportunity to work in a dynamic environment with a focus on client satisfaction and service excellence.
Job Responsibility:
Monitors client infrastructure and solutions
Identifies problems and errors prior to or when they occur
Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction
Investigates first line incidents assigned and identifies the root cause of incidents and problems
Provides telephonic or chat support to clients when required
Schedules maintenance activity windows for patching and configuration changes
Follows the required handover procedures for shift changes to ensure service continuity
Reports and escalates incidents where necessary
Ensures the efficient and comprehensive resolutions of incidents and requests
Updates existing knowledge articles or create new ones
Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities
May also contribute to / support on project work as and when required
May work on implementing and delivering Disaster Recovery functions and tests
Requirements:
Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
Entry-level experience with troubleshooting and providing the support required in security / network/ data center/ systems/ storage administration and monitoring Services within a medium to large ICT organization
Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Centre, Telephony, etc.)
Basic knowledge of ITIL processes
Nice to have:
CCNA or relevant level 1 Network Security
Microsoft Certified, Azure Administrator Associate
AWS Certified, Solutions Architect Associate
Veeam Certified Engineer
VMware certified Professional: Data Centre Virtualization