About the position
The Networking Managed Services Engineer (L1) at the company is responsible for monitoring, maintaining, and supporting enterprise network infrastructure, including WAN, LAN, wireless, and SD-WAN environments. Key duties include troubleshooting incidents, performing root cause analysis, executing maintenance activities, and ensuring network security standards. The role requires a diploma or degree in IT, Computer Science, Networking, or a related field, with a CCNA certification mandatory. Essential skills include knowledge of OSI, TCP/IP, routing protocols, network technologies, and experience with network monitoring and incident management. Familiarity with service management tools, network monitoring platforms, and secure administration tools is required. Preferred qualifications include CCNP, Cisco DevNet, Fortinet NSE4, and vendor certifications. The position is on-site and suited to candidates with entry-level networking experience or relevant internship experience.
Key responsibility:
- 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.
- Escalate incidents, risks, and unresolved issues to appropriate support teams when required.
- Perform root cause analysis for incidents and contribute to incident prevention initiatives.
- Fulfil approved service requests and execute routine operational tasks according to documented procedures.
- Provide telephonic, chat, and ticket-based support to customers and internal stakeholders.
- Execute approved maintenance activities, including software patching, configuration changes, and system updates.
- Follow established change management processes and procedures.
- Perform troubleshooting across WAN, LAN, wireless, SD-WAN, and inter-site connectivity environments.
- Support the implementation, configuration, and maintenance of network infrastructure and security controls.
- Assist in maintaining network security standards, identifying vulnerabilities, and supporting remediation activities.
- Ensure network devices, systems, and services remain secure, operational, and compliant with organisational standards.
- Contribute to the maintenance of network documentation, diagrams, standards, procedures, and knowledge articles.
- Monitor network performance and utilise management and monitoring tools to proactively identify issues and improvement opportunities.
- Identify opportunities for operational efficiency, automation, process optimisation, and incident reduction.
- Participate in shift handovers and maintain accurate operational records to ensure service continuity.
- Assist with disaster recovery activities, testing, and business continuity requirements where applicable.
- Contribute to project-related activities and network deployments as required.
- Perform other duties as reasonably required within the scope of the role.
Required technical knowledge and skills:
Networking fundamentals:
- Solid understanding of:
- OSI Model and TCP/IP protocol suite.
- IP addressing, subnetting, routing concepts, and network segmentation.
- Layer 2 switching technologies, VLANs, access ports, trunking, and access control lists.
- Routing protocols including OSPF, EIGRP, and basic BGP concepts.
- Network Address Translation (NAT).
- SNMP and network management principles.
- Traffic filtering using access lists and route maps.
- Enterprise network architecture concepts.
Network technologies:
- Basic knowledge and experience configuring, monitoring, and troubleshooting:
- Cisco switching and routing platforms.
- Aruba and Meraki switching and wireless solutions.
- Fortinet, Palo Alto, Cisco, or similar firewall technologies.
- Enterprise wireless networking technologies.
- SD-WAN technologies (Fortinet, Cisco, Meraki, or similar).
- ISP connectivity solutions, including DIA, MPLS, and point-to-point circuits.
- VPN technologies, including SSL VPN solutions.
Security and operations:
- Understanding of network security principles, standards, and best practices.
- Ability to identify, assess, and escalate security risks and vulnerabilities.
- Experience securing network devices, switches, and wireless infrastructure.
- Understanding of network monitoring, alerting, and management tools.
Tools and platforms
Familiarity with:
- Service management and ticketing systems (ServiceNow, 4Me/Xurrent, or similar).
- Network monitoring platforms such as LogicMonitor, NetScout, Prometheus, Grafana, or equivalent.
- SecureCRT and related administration tools.
- Linux operating systems and basic shell scripting (advantageous).
- Ansible and Python for automation (advantageous).
- Infoblox (advantageous).
Behavioural competencies:
- Excellent customer service and client engagement skills.
- Strong verbal and written communication skills.
- Ability to work effectively across diverse cultures, teams, and stakeholder groups.
- Strong analytical and problem-solving abilities.
- Ability to apply active listening techniques and gather accurate information.
- Ability to prioritize workload and remain effective under pressure.
- Proactive, adaptable, and willing to learn new technologies.
- Ability to work independently while contributing to a team environment.
- Strong attention to detail and commitment to high-quality service delivery.
- Positive attitude with a customer-first mindset.
- Ability to plan, organize, and manage tasks effectively in a changing environment.
Qualifications and certifications:
Essential:
- 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).
Advantageous:
- CCNP Enterprise.
- Cisco DevNet Associate.
- Fortinet NSE4.
- Implementing Cisco SD-WAN Solutions (ENSDWI).
- CWNA or CWNP certifications.
- NetScout Certified Fundamentals.
- NetScout nGeniusONE Enterprise Essentials Fundamentals.
- Additional vendor certifications relevant to networking, wireless, security, or managed services environments.
Experience:
Essential:
- Entry-level networking experience or successful completion of a relevant graduate/internship programme.
- Experience troubleshooting and supporting enterprise network environments within a medium-to-large ICT organisation.
- Basic experience with network monitoring, incident management, and service request fulfilment.
Advantageous:
- Experience within a managed services environment.
- Experience deploying or supporting enterprise network solutions.
- Exposure to wireless, security, SD-WAN, data centre, cloud, backup, or infrastructure services.
- Familiarity with vendor support processes for Cisco, Aruba, Fortinet, and related technologies.
Desired Skills:
- CCNA
- ITIL Foundation
- Fortinet NSE4
- Networking Managed Services Engineer
