L1 Network Security Engineer

votre rôle

• To provide support throughout the case excellence process to IT Services Customers, including processing of customers calls/inquiries, case opening, qualification and management, troubleshooting and resolution.
• To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our customers.

• To provide a professional first point of contact for the customer
• To accurately log all incidents/inquiries in a timely and effective manner
• Diagnose fault-related cases both proactive and reactive by effectively utilising software diagnostics and other network/products utility program wherever possible
• Provide continual updates to the customer and use internal escalation process when necessary in order to meet