Networking Managed Services Engineer (L2)

Key Responsibilities:

• Proactively monitoring work queues
• Resolving all incidents/requests in a timely manner within agreed SLA
• Updating tickets with resolution tasks
• Identifying, investigating, and analyzing issues and errors
• Providing second-level support and identifying root causes
• Communicating with other teams and clients for support
• Executing changes with risk identification and mitigation plans
• Following shift handover process and escalating tickets when necessary
• Working with automation teams for task optimization
• Coaching Service Desk and L1 teams
• Establishing monitoring for client infrastructure
• Leading initial client escalations for operational issues
• Contributing to the change management process
• Auditing and analyzing incident/request tickets
• Producing trend analysis reports
• Contributing to project work and disaster recovery functions

Qualification Required:

• Ability to communicate and collaborate across cultures
• Strong planning and adaptability skills
• Positive outlook and ability to work under pressure
• Active listening and client-oriented approach
• Additional skills proficiency in various networking technologies
• Bachelor's degree in IT/Computing or equivalent
• CCNP or equivalent certification
• Relevant certifications in service provided
• Moderate level of managed services experience
• Knowledge in ticketing tools, preferably Service Now