Job Description
The Associate Network Engineer (L1) will provide managed service support to clients, ensuring their IT infrastructure remains operational and incident resolution is achieved promptly. The role focuses on first‑line support for standard incidents and service requests while meeting zero missed SLA conditions.
Key Responsibilities
- Identify problems and errors prior to or when they occur
- Routinely identify common incidents and opportunities for avoidance and incident reduction
- Investigate first‑line incidents and determine root cause of incidents and problems
- Report and escalate issues to third‑party vendors
- Fulfill approved requests following agreed procedures
- Provide telephonic or chat support to clients as required
- Follow handover procedures for shift changes to ensure service continuity
- Ensure efficient and comprehensive resolution of incidents and requests
- Proactivel...
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