L1 Network Security Engineer

Votre rôle

Job Purpose:

• 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.

Key Tasks and Responsibilities:

• 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 contractual and performance objectives
• To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions.
• To resolve by himself/herself most of the incidents on all IT Services supported by the team
• Document all troubleshooting and case management actions via the ticketing systems

Votre profil

Le plus de l'offre

Educational background:

• B.Sc. Engineering, Telecommunications or Computer Science

Professional Experience:

0-2 years of experience in the IT field.

Entité

Global Delivery & Operations

Contrat