The MS Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The MS Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests.

Key Roles and Responsibilities

• Monitors client infrastructure and solutions
• Identify problems and errors prior to or when they occur
• Investigate first line incidents assigned and identify the root cause of incidents and problems
• Follow the required handover procedures for shift changes to ensure service continuity
• Report and escalate incidents where necessary
• Ensure the effi...