Networking Managed Services Engineer (L1)-9
$62,400–$62,400 year
On-siteBengaluru, Karnataka, India
Job Summary
Monitor client infrastructure and solutions to proactively identify and resolve technical incidents, investigating root causes and following approved procedures for request fulfilment. Execute maintenance activities including patching, configuration changes, and shift handovers to ensure high service quality. Resolve incidents via telephonic, ITSM ticket, or chat support while identifying opportunities for optimization, automation, and process improvements. Occasionally support project work, disaster recovery functions, and tests. Escalate unresolved issues and update knowledge bases to share insights. Maintain discipline in handling tickets and adhering to SOPs while communicating effectively across diverse cultures.
Required Qualifications
- Basic understanding in technologies such as Pulse Secure SSL VPN, Virtual Juniper, Palo Alto, Fortinet Firewalls, Cisco Nexus switches, ASr and ISr routers, Cisco ACS, ISE, Meraki switches, and common routing protocols like BGP, OSPF, and EIGrP
- Bachelor's degree in information technology/computing or equivalent experience
- Highly disciplined in handling of tickets on day-to-day basis
- Act promptly as per defined Sop's
- Try to resolve as many tickets as possible using available Knowledge articles or provided Sop's
- Good understanding of using ITSM tools and ITSM processes
- Strong planning skills, considering possible changes and circumstances
- A strong work ethic, including the capacity to put in longer hours when necessary
- Adaptability to changing environments
- A client-focused approach, creating positive client experiences throughout their journey
- The aptitude to communicate and work across different cultures and social groups
- Excellent active listening skills, confirming understanding and seeking relevant information
- A positive outlook and resilience under pressure
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