L1 Network Engineer Job description

L1 Network Engineer

Job description

Monitor infrastructure

They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors

The Network Engineer (L1) identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail with all the necessary. They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests

They investigate first line support calls assigned to them and identify root cause of incidents and problems. They ensure that efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product request and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution with the service level conditions.

Where necessary, they escalate requests and exceptions to the 2nd line support team.

They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.

Incident management

When required they will take responsibility receiving calls and incidents at the services desk. They assist in analysing and escalating the support calls. They also provide telephonic support to clients where required.