We are looking for an L1 Support to provide first-line monitoring, incident management, troubleshooting, and technical support for enterprise network services.
The successful candidate will be responsible for monitoring network events, logging and managing tickets, troubleshooting connectivity issues, coordinating with internal teams and vendors, and ensuring incidents are resolved or escalated within agreed service levels.
This is a customer-facing role requiring strong communication skills, technical troubleshooting capabilities, and the ability to respond effectively in a fast-paced network operations environment.
Key Responsibilities
- Monitor network health, events, alarms, and service availability using network monitoring and surveillance tools.
- Identify, log, categorize, prioritize, and track network incidents and service requests.
- Review and maintain the ticket queue to ensure timely action and follow-up.
- Troubleshoot network connectivity issues involving routers, switches, LAN, WAN, and related technologies.
- Perform initial fault isolation and resolve incidents within the L1 support scope.
- Escalate complex or unresolved incidents to the appropriate L2/L3 teams with complete and accurate technical information.
- Follow up with internal stakeholders, customers, vendors, and technical teams through email, telephone, and other communication channels.
- Ensure incidents are handled and escalated within defined SLAs and operational procedures.
- Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and operational procedures.
- Apply ITIL-based incident and event management practices.
- Support network service assurance and contribute to maintaining high levels of service availability and customer satisfaction.
- Work closely with relevant technical teams and third-party vendors to coordinate troubleshooting and resolution activities.
- Prepare operational reports and provide updates to management when required.
- Stay current with relevant networking technologies, products, certifications, and technical practices.
- Perform other duties and responsibilities as assigned.
Requirements
Education & Certifications
- Bachelor's degree, diploma, or equivalent qualification in Computer Science, Information Technology, Telecommunications, Networking, or a related field.
- CCNA or equivalent networking certification is required.
Experience
- Minimum 2 years of experience in L1 network support, network operations, event monitoring, incident management, or a similar role.
- Experience with network event monitoring, ticket logging, prioritization, troubleshooting, and escalation.
- Experience working in a service provider, telecommunications, enterprise networking, or managed services environment is preferred.
Technical Knowledge
- Good understanding of Routing and Switching technologies.
- Working knowledge of IP networking and Layer 2/Layer 3 protocols.
- Understanding of LAN/WAN technologies and network management.
- Knowledge of SD-WAN technologies, preferably Cisco and/or Fortinet.
- Basic understanding of VoIP technologies is an advantage.
- Experience using Network Management Systems (NMS), monitoring platforms, and incident/event management tools.
- Familiarity with OSS/BSS environments is an advantage.
- Understanding of ITIL incident and event management principles.
- Familiarity with technical documentation standards and operational procedures.
Skills & Competencies
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Strong customer service orientation.
- Ability to communicate effectively with technical and business stakeholders.
- Ability to work independently while collaborating effectively with L2/L3 teams, vendors, and other stakeholders.
- Ability to prioritize multiple incidents and tasks in a high-pressure environment.
- Strong attention to detail and accurate documentation practices.
- Good level of IT literacy.
- Willingness and ability to learn new technologies and technical skills.
- Strong teamwork and interpersonal skills.
Working Requirements
- Willingness to work 24/7 rotational shifts, including nights, weekends, and public holidays.
- Ability to work in a customer-facing onsite environment.
- Flexibility to adjust working hours based on operational and service requirements.
- Commitment to meeting defined operational KPIs and SLAs.
