Beschreibung
Role Description for Services Engineer (L1)Position: Services Engineer (L1)
Start Date Required: as soon as possible
Location: Prague, Czech Republic
Overview
The role is responsible for providing a 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 Services
Engineer (L1) focuses on first line support for standard and low complexity incidents.
Stakeholder engagement
Internal: engage with internal services engineering team, receive instructions, and manage
escalation of incidents as necessary following agreed procedures.
External: proactively act as first-line technical support for clients and monitoring platform
(including call handling, ticket creation and logging and the analysis, assignment and
escalation thereof).
Skills and attributes
Managed Services:
Identifies and resolves technical problems and fulfils requests following agreed procedures. Uses
appropriate and standard tools and procedures to diagnose and resolve incidents. Carries out agreed
maintenance tasks and fulfils requests as required.
Service Level Management:
Proactively monitors and confirms the resolution of incidents or completion of requests such that accurate
service level measurements are maintained.
Incident Management:
Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable
incident resolution, resolves incidents according to agreed procedures and where necessary promptly
allocates incidents to other functions or resolver groups. Update knowledge articles to reflect new work
instructions or procedures.
Configuration Management:
Applies tools, techniques and processes to track, log, report on and correct configuration items,
components and changes.
Service Request Management:
Apply standard process and procedures to fulfil requests from clients, adhering to service level agreements
or operational agreements. Route them to the right function, resolver group as necessary. Update
knowledge articles to reflect new work instructions or procedures.
Teamwork:
Work effectively as part of a team which may be local or virtual/global.
Responsibilities
Monitor operational infrastructure
The Services Engineer (L1) monitors client infrastructure and solutions. In this regard they will
respond to monitoring events and perform corrective and/or resolution actions or escalated accordingly
and/or log as required.
Identify problems and errors
The Services Engineer (L1) identifies problems and errors prior to or when they occur by monitoring
the system. He or she will log all such incidents in a timely manner with the required level of detail
necessary. They liaise with all stakeholders including client IT environments, vendors, carriers and
colleagues to expedite diagnosis of errors and problems and to identify a resolution. The
Services Engineer (L1) will routinely identify common incidents and opportunities for avoidance as
well as general opportunities for incident reduction. This could include identification of problematic systems
in a client environment or regular times certain incidents occur. They will either identify potential solutions
for reduction/avoidance or seek assistance from L2+ team members or other functional teams. Service
Engineer (L1) also flags any repeat incidents or service requests for automation.
Incident management
When required they will take responsibility receiving calls, emails, chat sessions and incidents at the
services desk. They assist in analysing, resolving and where required assigning and escalating the support
requests. They also provide telephonic or chat support to clients where required. They update incidents
with progress and resolution details.
Execute approved maintenance activities:
Where required, the Services Engineer (L1) will execute approved maintenance activities. These
activities could include system patching, system upgrades including software deployment or configuration
changes. Taking direction from their team leader or senior team members, they will execute the
maintenance activities assigned to them. This will include familiarising themselves with the work
instructions, ensuring the change record is approved, executing the activities according to work instructions,
executing any exceptions or errors to senior team members and updating the change record to indicate the
completion time and status.
Ensure resolution of incidents and requests:
Investigate incidents assigned to them and apply appropriate procedures to resolve them. Apply standard
operating procedures for service requests. Ensure efficient and comprehensive resolution of incidents and
service requests. This could involve resolution following agreed procedures calling on their own technical
skills and competency or ensuring that resolution is completed by coordinating with other team members.
They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for
managing the incident to resolution within the service level conditions. Where necessary, they escalate
incidents and requests to a resolver group or other functional teams. Provide continuous feedback to clients
and affected parties and update all systems and/or portals as prescribed by procedures.
Shift handover:
Services Engineers (L1) that work shifts will be required to follow the required handover procedures
for shift changes to ensure service continuity. They complete and maintain any shift hand hover schedules.
Knowledge management:
They will utilise knowledge management systems as part of all work activities to ensure adherence to
agreed procedures. They will proactively identify opportunities for additions, modifications or improvements
to knowledge management systems in order to reduce incident resolution time and increase the number of
activities that can be completed at L1.
Quality Management:
They will proactively identify opportunities for work optimisation including opportunities for automation of
work, request fulfilment and incident resolution tasks performed by L2+ that could be completed by L1,
opportunities for repeat incident avoidance and other general process improvement opportunities.
Education required
• Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience) • 13-15 years of education
Certifications
• ITIv3 Foundation • Cisco Certified Network Associate - Routing and Switching (CCNA-R/S) • Cisco Certified Network Associate - Wireless (CCNA-WL) • Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W) • Cisco Certified Network Associate - Security (CCNA-SEC) • IP, WINS, DHCP, DNC, etc • MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec • System Recovery, Citrix Go-To-Assist • MS-Active Directory • MS-Windows Server • MS-Windows XP Professional • MS-Windows Terminal Server • MS-Exchange Server • MS-SQServer • MS-IIS Server • Citrix Metaframe • Switches and Routers • SonicWalFirewalls and SSVPN Security Appliances • Cisco Firewalls and Routers • Cisco Certified Network Associate - Data Center (CCNA-DC) • MCSA+VCP, RHCE or equivalent • Cisco Certified Network Associate - Video (CCNA-VID) • Cisco Certified Network Associate - Voice (CCNA-V)
Any of the above certifications is a plus. The Services Engineer (L1) is expected to gain certifications
relevant to services supported. Certifications carry additional weightage on candidate’s qualification for the
role.
Work experience required
• 2 - 4 years’ work experience or completion of relevant intern program • 1 to 2 years of experience with troubleshooting and providing support required in network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organisation. • Working knowledge of management agent, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup etc)