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Need to have 2 years of Experience.

The Networking Managed Services Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems and restoring service to clients. The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity.

This role may also contribute to / support on project work as and when

required.

What you'll be doing

Key Roles and Responsibilities:

• Proactively monitors the work queues

• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA

• Updates tickets with resolution tasks performed

• Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner

• Captures all required and relevant information for immediate resolution

• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems

• Communicates with other teams and clients for extending support

• Executes changes with clear identification of risks and mitigation plans to be captured into the change record

• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)

• CCNP or equivalent certification

• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)