Cross Technology Managed Services Engineer (L1)

Serve as the first point of contact for clients to ensure operational IT infrastructure and systems through first-line support of incidents and service requests.

Monitor client infrastructure proactively, performing maintenance tasks like patching and configuration changes, with responsibility across two or more technology domains (e.g., Cloud, Security, Networking).

Manage incident resolution, escalations, and contribute to disaster recovery functions, with key accountability for meeting service level agreements and positive client experience.

Entry-level troubleshooting and support experience in security, network, data centre, systems, or storage within a medium to large ICT organization.

Basic knowledge of management agents, redundancy concepts, ITIL processes, and proficiency with ITSM tools.

Bachelor’s degree or equivalent qualification in IT or Computing, or demonstrated equivalent work experience.

Work Experience Required: Entry-level experience; Notice Period: Not explicitly mentioned in the JD.

Comfortable handling multiple technology domains, capable of using SOPs and knowledge articles to resolve tickets efficiently.

Demonstrates disciplined ticket management, proactive problem identification, and effective communication across different cultures and social groups.

Ability to plan activities, adapt to changing circumstances, and maintain client-centric approach under pressure in a hybrid working environment.