Associate L1 Operations Engineer
5 months ago
**Job Description**:
- Proactive Surveillance & Monitoring: Handle events/alarms reported by operation & maintenance systems by triaging it, investigating it, identifying alarm cause, treating the cause and clearing the alarms.
- Incident Management: reduce the risk of incidents on the service by performing triage, categorization, providing a temporary fix to restore the service when possible, investigating the incident, identifying the known error, implementing the fix and providing a root cause analysis for every incident.
- Communicate using various tools with Level 2 Technical Teams, customers, partners, technology vendors, and contractors.
- Ensure incident, problem, change and tasks are completed within the service level agreements (SLA) signed with the customer.
- Provide status update as per SLA within all tasks (incident, problem, change) until its closure.
- Perform all tasks assigned by management.
- Provides L1 support to the affected stakeholder to ensure a first-hand understanding of the incident/problem.
- Provides first-line investigation and diagnosis of user incidents and resolving these incidents in the quickest manner.
- Generates incident tickets providing details about the incident, time of the complaint, expected completion time, etc.; logs all relevant incident/service requests details in the IT service desk system, allocating categorization and prioritization codes to ensure that tickets are properly tracked.
- Escalates incidents/service requests to other functional levels for further support based on technical knowledge, availability, workload, and timescale to ensure that the best solution is found and that all concerned parties are informed.
- Documents resolutions (whether internal or external) for future reference to shorten resolution time.
Technical Skills:
- Two or more of the following certifications or higher strongly preferred (CCNA- F5 101- NSE4)
- Good working knowledge of network and IP designs for LAN, WAN, redundancy & dynamic routing protocols
- Basic knowledge of Cybersecurity domains(Cyber attacks
- Firewalls
- WAF)
- Basic troubleshooting skills and working knowledge of packet decoding tools
- Basic knowledge of Incident handling Process
- Acquire/enhance network expertise, keeping up with evolving technology
- Very Good Knowledge in networking (VPN,Routing, Switching, Virtualization)
- Good knowledge of packet capture methodologies, tools and analysis
- Good knowledge in Security + or CCNA Security
- Good knowledge of the OSI model and TCP/IP Protocol Suite
- Experience with monitoring tools.
- Good knowledge with at least one Programing language
- Good knowledge with Web hosting service
- Solid understanding for HTTP Methods
- Familiarity and good hands on with linux Fundamentals - DNS architecture - Backup - Disk formating
- DHCP- Active Directory -CA
Communication skills:
- Must have excellent communication skills including written, oral and presentation
- must have very good (or higher) Command of english (written-verbal)
Soft skills:
- Excellent communication & interpersonal skills - written and oral
- Ownership and accountability
- Client relationship management
- Ability to mentor and motivate
- Independent decision making
- Problem solving and conflict resolution
- ITIL certification (is a plus)
Job Qualifications:
Bachelor's degree in the field of computer engineering or computer science or relevant
- 0-1 years of experience network or security domains
- 0-1 year working as Level 1 Operations, service desk or similar roles
- Two or more of the following certifications or higher strongly preferred (CCNA- F5 101- NSE4)
- ITI Graduate on one of the following tracks ( Cyber sceurity - Infra structure
- Network security)
- one or mor Programming Language (HTML,C#, Java, Node js)
- good Knowledge on Docker / Kubernates
- Basic knowledge with databases like MySQL, PostgreSQL, MongoDB, or others
- Understanding of client-server architecture and how front-end and back-end components interact.
- Understanding of server architecture and RESTful API design
- MCSA certified, Linux certified is a plus
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