The Level 1 (L1) Network Engineer is responsible for providing first-level technical support for network infrastructure. This role involves continuous monitoring of network systems, handling initial troubleshooting of network-related incidents, logging and managing support tickets, and escalating unresolved issues to higher-level support teams (L2/L3) in accordance with defined procedures and service-level agreements (SLAs).
Responsibilities
- Monitor network performance, availability, and alerts using network monitoring tools.
- Identify and respond to basic network issues such as link failures, latency, packet loss, and device reachability problems.
- Perform routine health checks of network devices and links.
- Log incidents and service requests in the ticketing system with accurate details.
- Perform first-level diagnosis and resolution of reported network issues.
- Escalate incidents to L2/L3 teams as per escalation matrix and SLA requirements.
- Track incidents through resolution and provide regular status updates.
- Conduct basic troubleshooting for LAN, WAN, Wi-Fi, and VPN connectivity issues.
- Verify physical connections including cables, ports, power status, and link indicators.
- Assist users with basic network-related issues such as IP conflicts, DNS resolution problems, and connectivity loss.
- Verify IP addressing, VLAN assignments, DHCP, and DNS settings.
- Execute predefined configuration changes under supervision or SOPs.
- Maintain incident reports, network diagrams, and SOP updates.
- Prepare daily shift and handover reports.
Requirements
- Diploma or Bachelor’s degree in Computer Science, IT, or related field.
- Knowledge of OSI & TCP/IP models
- Understanding of LAN/WAN fundamentals
- Knowledge of IP addressing and subnetting
- Understanding of VLAN, routing, and switching basics
- Knowledge of DNS, DHCP, ARP, ICMP
- Good communication skills
- Willingness to work in 24/7 shifts
- Team collaboration
Nice to have
- CCNA certification
- CompTIA Network+ or any equivalent entry-level networking certification
Zobhira
