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Key Responsibilities

Monitor client network infrastructure, systems, and services to ensure availability and performance.
Identify, investigate, troubleshoot, and resolve Level 1 incidents and service requests within agreed SLAs.
Escalate incidents, risks, and unresolved issues to appropriate support teams when required.
Perform root cause analysis for incidents and contribute to incident prevention initiatives.
Fulfil approved service requests and execute routine operational tasks according to documented procedures.
Provide telephonic, chat, and ticket-based support to customers and internal stakeholders.
Execute approved maintenance activities, including software patching, configuration changes, and system updates.
Follow established change management processes and procedures.
Perform troubleshooting across WAN, LAN, wireless, SD-WAN, and inter-site connectivity environments.
Support the implementation, configuration, and maintenance of network infrastructure and security controls.
Assist in maintaining network security standards, identifying vulnerabilities, and supporting remediation activities.
Ensure network devices, systems, and services remain secure, operational, and compliant with organisational standards.
Contribute to the maintenance of network documentation, diagrams, standards, procedures, and knowledge articles.
Monitor network performance and utilise management and monitoring tools to proactively identify issues and improvement opportunities.
Identify opportunities for operational efficiency, automation, process optimisation, and incident reduction.
Participate in shift handovers and maintain accurate operational records to ensure service continuity.
Assist with disaster recovery activities, testing, and business continuity requirements where applicable.
Contribute to project-related activities and network deployments as required.
Perform other duties as reasonably required within the scope of the role.

Essential Qualifications & Certifications

Diploma, Degree, or equivalent qualification in Information Technology, Computer Science, Networking, or a related field (or equivalent practical experience).
CCNA is non-negotiable.
ITIL Foundation (ITIL v4 preferred).

Compétences requises

Network monitoring and performance management using monitoring toolsLevel 1 incident identification, investigation, and troubleshootingEscalation procedures and coordination with support teamsRoot cause analysis for incidents and incident preventionService request fulfillment and execution of routine operational tasksCustomer support via telephone, chat, and ticketing systemsSoftware patching, configuration changes, and system updatesChange management following ITIL-based processesTroubleshooting WAN, LAN, wireless, SD-WAN, and inter-site connectivityNetwork security controls, vulnerability identification, and remediation supportNetwork documentation, diagramming, standards, and knowledge-article maintenanceDisaster recovery and business continuity testing and supportNetwork infrastructure implementation, configuration, and maintenanceIdentifying opportunities for operational efficiency, automation, and process optimisation

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