Network & System Engineer (L1 & L2)

Job Description

Roles & Responsibilities

Job Summary

This role will be responsible for delivering high-quality technical support and ensuring the reliability, performance, and security of IT networks and systems. You will provide advanced troubleshooting, implementation, and maintenance support while serving as a trusted point of contact for clients and internal teams.

This role requires strong technical proficiency, analytical thinking, and a customer-focused mindset to effectively resolve complex issues and contribute to continuous service improvement.

Job Scope and Key Activities
Technical Support & Operations

• Act as a single point of contact for user incidents, service requests, and communications.
• Provide support for network, system, and application-related issues.
• Serve as the escalation point for technical incidents, resolving them remotely or onsite.
• Ensure timely and accurate documentation of all support activities and resolutions.
  
  Infrastructure Implementation & Maintenance
• Participate in the planning, deployment, and maintenance of IT infrastructure, including network, cloud, and system environments.
• Lead or support implementation of network and security operations services.
• Contribute to the design and improvement of IT systems and infrastructure projects.
• Monitor performance and ensure compliance with client Service Level Agreements (SLAs).
  
  Client & Cross-Functional Collaboration
• Act as the primary technical liaison for clients, maintaining clear communication and trust.
• Collaborate with internal teams to identify and resolve technical challenges efficiently.
• Provide technical input during pre-sales engagements and project scoping discussions.
• Build strong working relationships and promote knowledge sharing within the team.

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