Network Security Engineer L1

• Maintains the support process and ensures that requests for support are handled according to the procedures
• Uses service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports
• Identifies and resolves problems following agreed procedures
• Carries out agreed maintenance tasks
• Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
• Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
• Prioritizes and diagnose incidents according to agreed procedures
• Investigates causes of incidents and seeks resolution
• Escalates unresolved incidents and follows up until incident is resolved
• Provides service recovery, following resolution of incidents
• Documents and closes resolved incidents according to agreed procedures
• Maintains secure, accurate, complete, and current configuration on configuration items (CIs)
• Applies tools, techniques and processes to track, log and correct information related to CIs
• Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures
• Maintains knowledge of specific specialisms, provides detailed advice regarding their application
• Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members
• Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures
• Identifies problems and errors prior to or when they occur
• Logs all such incidents in a timely manner with the required level of detail
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution

• Bachelor's degree or equivalent in Information Technology or Computing or a related field
• CCNA Certification or equivalent knowledge
• Fluent English (Mandatory)
• Fluent German (Mandatory)
• Entry level experience in Security technologies such as Firewall, IPS, IDS, Proxy etc.
• Entry level experience in technical support to clients
• Entry level experience in diagnosis and troubleshooting
• Entry level experience providing remote support in Security technologies
• Working knowledge of technical documentation
• Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
• Knowledge of vendor technologies, such as Cisco
• Customer service orientated and proactive thinker
• Problem solver who is highly driven and self-organized
• Good attention to detail
• Good analytical and logical thinking
• Excellent spoken and written communication skills
• Team player with the ability to work well with others and in group with colleagues and stakeholders

Associate level certification in different Networking technologies such as (but not limited to) Palo Alto, F5, Microsoft, Juniper... is a plus