Network/Security Managed Services Support Engineer (Level 1)
Network/Security Managed Services Support Engineer (Level 1)
2 junior profiles + 3 medior profiles
Your role
· Using the monitoring and management systems in place, you assess the alerts and initiate proactive incident management activities accordingly
· You map the urgency and impact of events to the service impact for the customer, and use this to correctly classify and prioritize incident tickets
· You investigate first line incidents and identify the root cause of incidents and problems.
· You routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
· You monitor client infrastructure and solutions and take the appropriate actions to ensure stability.
· You identify problems and errors prior to or when they occur and initiate appropriate actions to limit or prevent impact for the customer
· You identify opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.
· You log and maintain all tickets in the ticketing logging system.
· You update existing knowledge articles or create new ones to help your colleagues with similar issues.
· You perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
· You execute standard changes on the customer infrastructure based on a service catalogue. More complex changes are executed by the level 2 or 3 engineers
· You perform overall impact analyses based on all available tools (incl logs, management systems,...) and solve issues yourself where possible. You dispatch complex issues to the right L2 engineers.
· You perform correct handovers to your colleagues in the 24*7 rotation system to guarantee service continuity.
Required skills & knowledge
· 2-4 years of experience for junior profile, and 4-8 years of experience for medior profile
· Experience with troubleshooting and providing the support required in network / security administration and monitoring Services within a large ICT organization.
· Working knowledge of ITIL processes.
· Relevant experience and expertise in
o Networking and routing protocols (RIP, OSPF, SD-WAN)
o Cisco Catalyst Center
o Cisco LAN switches (Access + Core)
o Cisco Wireless controllers
o Cisco Access Points
o Cisco ASA
o Cisco Client
o Fortigate Firewall
o Fortianalyzer
o Fortimanager
· Min CCNA or relevant level 1 Network Security certification required. (additional certifications carry additional weight on a candidate's qualification for the role.)
· You have experience in using Service Management tooling.
· You take ownership of your tickets, and have a high sense of responsibility. You master the skill in bringing the right people together to get things solved and aligned.
· You are committed to quality. You have excellent communication skills both internally with your colleagues in India and Belgium, as externally with the customer.
