L1 Network Support Engineer

About the role

The L1 Support Engineer provides first‑line monitoring, incident management and technical assistance for enterprise network services. This customer‑facing position works in a fast‑paced network operations centre, ensuring that network events are logged, troubleshooted and resolved or escalated according to service level agreements.

Key responsibilities

• Monitor network health, alarms and service availability using NMS and surveillance tools.
• Log, categorize, prioritize and track incidents and service requests in the ticketing system.
• Troubleshoot connectivity issues across routers, switches, LAN, WAN and related technologies.
• Perform initial fault isolation and resolve incidents within L1 scope; escalate complex cases to L2/L3 with full technical details.
• Communicate with customers, internal teams, vendors and stakeholders via email, phone and other channels.
• Maintain accurate documentation of incidents, resolutions and operational procedures while applying ITIL incident‑event management practices.

Required profile

• Bachelor's degree, diploma or equivalent in Computer Science, IT, Telecommunications or related field.
• CCNA or equivalent networking certification (required).
• Minimum 2 years of experience in L1 network support, event monitoring or incident management, preferably in a service‑provider or managed‑services environment.

Required skills

• Routing and Switching technologies (Cisco, etc.).
• IP networking, Layer 2/Layer 3 protocols, LAN/WAN concepts.
• SD‑WAN solutions (Cisco and/or Fortinet).
• Basic knowledge of VoIP technologies.
• Experience with Network Management Systems, monitoring platforms and incident/event tools.
• Familiarity with OSS/BSS environments and ITIL incident management principles.