MS Engineer L1 - NOC

FunctieomschrijvingThe MS Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The engineer focuses on first line support for standard and low complexity incidents and service requests.Key Roles and Responsibilities:Monitors client infrastructure and solutionsIdentify problems and errors prior to or when they occurRoutinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reductionInvestigate first line incidents assigned and identify the root cause of incidents and problemsFull approved requests following agreed proceduresProvide telephonic or chat support to clients when requiredExecute approved maintenance activities including patching and conguration changesFollow the required handover procedures for shift changes to ensure service continuityReport and escalate incidents where necessaryEnsure the efficient and comprehensive resolutions of incidents and requestsProactively identify opportunities for work optimizationUpdate existing knowledge articles or create new onesRequirementsMinimum 2 years' experience in service center environment (or completion of relevant intern programme)Working knowledge and understanding of IP, WINS, DHCP, DNS, etc.Working knowledge MS-Oce, MS-Outlook, MS-Active Directory, MS-Windows Server, MS-Exchange ServerWorking knowledge and experience with routers & switchesExperience as a junior network engineer (Advantageous)Entry level experience with troubleshooting and providing support required in network/ datacentre/systems/ storage administration and monitoring Services within a medium to large ICT organization.Working knowledge of management agent, redundancy concepts, and products within the supportedtechnical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup etc.)Academic Qualifications: Diploma/ Degree in IT/Computing (preferred)ITIL (advantageous)CCNA R/S (essential)Cisco Certified Network Associate - Wireless (CCNA-WL) (advantageous)Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W) (advantageous)Cisco Certified Network Associate - Security (CCNA-SEC) (advantageous)MCSA+VCP certification (advantageous)