Identify problems and errors prior to or when they occur
Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
Investigate first line incidents assigned and identify the root cause of incidents and problems
Report and escalate issues to 3rd party vendors
Fulfil approved requests following agreed procedures
Provide telephonic or chat support to clients when required
Follow the required handover procedures for shift changes to ensure service continuity
Report and escalate incidents where necessary
Ensure the efficient and comprehensive resolutions of incidents and requests
Proactively identify opportunities for work optimisation
Update existing knowledge articles or create new ones

Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
2–4 year’s work experience
At least 2 years’ experience in administering and troubleshooting network infrastructure devices
Up to date and relevant ITIL certification (Foundation Level)
CCNA
CCNP
Wireless Knowledge
SDWAN experience advantageous
Routing LAN – WAN Experience

WAN Network Engineer – Level 1

Key skills