Job Overview
Role: MS Service Engineer (L1) Location: Mumbai Experience: 0-1 Qualification: B.E / B.Tech / B.Sc / BCA or equivalent IT/Computing qualification. CCNA or equivalent certification. Key Skills: Cisco, Firewalls, Monitoring, Networking, Routing, Troubleshooting, VPN
Job Description
This is an entry-level Networking Managed Services role focused on monitoring client infrastructure, troubleshooting incidents, fulfilling service requests and maintaining service continuity. The role covers enterprise networking, data center, systems and storage environments. Candidates may work with technologies including Cisco routers and switches, firewalls, VPN, BGP, OSPF, EIGRP, NAT, ISP connectivity and network monitoring tools.
Roles and Responsibilities
- Infrastructure Monitoring: Monitor client infrastructure and solutions to help maintain operational availability.
- Problem Identification: Identify problems and errors before or when they occur.
- Incident Reduction: Identify common incidents, opportunities for incident avoidance and ways to reduce recurring issues.
- First-Line Troubleshooting: Investigate assigned first-line incidents and identify their likely root causes.
- Service Requests: Fulfil approved service requests according to established procedures.
- Client Support: Provide telephonic or chat-based support to clients when required.
- Maintenance: Execute approved maintenance activities, including patching and configuration changes.
- Shift Handover: Follow required handover procedures during shift changes to ensure service continuity.
- Escalation: Report and escalate incidents to the appropriate teams whenever necessary.
- Incident Resolution: Work toward efficient and comprehensive resolution of incidents and service requests.
- Knowledge Management: Update existing knowledge articles and create new documentation where required.
- Process Optimization: Identify opportunities to optimize work and automate service requests, incident resolution and other operational activities.
- Project Support: Contribute to project work and implementation activities when required.
- Disaster Recovery: Support the implementation and testing of Disaster Recovery functions when required.
Skills and Eligibility Criteria
Educational Background: Bachelor's degree or equivalent qualification in Information Technology or Computing. B.E in Computer Science, Information Technology or related discipline. B.Tech in Computer Science, Information Technology or related discipline. B.Sc with relevant IT/Computing background. BCA or equivalent qualification.
Experience: Entry-level managed services engineering role. Relevant experience may come from an internship or early-career role involving troubleshooting and support in networking, data center, systems, storage administration or monitoring services. Candidates should also have basic knowledge of management agents, redundancy concepts and products within areas such as networking, data centers, telephony, Exchange, storage, cloud or backup.
Mandatory Technical Skills:
- BGP
- Cisco ACS and ISE
- Cisco ASR and ISR routers
- Cisco Nexus switches
- DIA, MPLS and P2P circuits
- Enterprise network architecture
- Fortinet firewalls
- ISP uplink configuration, monitoring and troubleshooting
- Juniper Palo Alto firewalls
- LogicMonitor
- Meraki switches and access points
- Network Address Translation
- OSPF
- Pulse Secure SSL VPN / Virtual
- SecureCRT
- VPN
Competencies:
- Communication
- Planning