Networking Managed Services Engineer (L1)

About the role

A company known for technical excellence and innovation is looking for a Level 1 Networking Managed Services Engineer based in Cape Town. The role covers monitoring, troubleshooting and support of client network infrastructure, with escalation to higher support teams when needed.

Key responsibilities

• Monitor client network infrastructure, systems and services to ensure availability and performance.
• Identify, investigate, troubleshoot and resolve Level 1 incidents and service requests within agreed SLAs, and escalate incidents and risks to the appropriate teams.
• Perform root cause analysis and contribute to incident prevention initiatives.
• Carry out approved maintenance activities such as software patching, configuration changes and system updates, following change management procedures.
• Provide telephone, chat and ticket-based support to customers and internal stakeholders.
• Troubleshoot WAN, LAN, wireless, SD-WAN and inter-site connectivity environments.
• Support network infrastructure and security controls, help maintain security standards and assist with vulnerability identification and remediation.
• Maintain network documentation, diagrams, standards, procedures and knowledge articles.
• Use monitoring tools to spot issues early, look for automation and process improvements, and take part in shift handovers and disaster recovery and business continuity work.

Required profile

• Diploma, degree or equivalent qualification in Information Technology, Computer Science, Networking or a related field, or equivalent practical experience.
• CCNA is non-negotiable.
• ITIL Foundation (ITIL v4 preferred).