MS Services Engineer (L1)
Mumbai, Maharashtra, India
3h ago

Key Roles and Responsibilities :

Monitors client infrastructure and solutions

Identify problems and errors prior to or when they occur

Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction

Investigate first line incidents assigned and identify the root cause of incidents and problems

Fulfil approved requests following agreed procedures

Provide telephonic or chat support to clients when required

Execute approved maintenance activities including patching and configuration changes

Follow the required handover procedures for shift changes to ensure service continuity

Report and escalate incidents where necessary

Ensure the efficient and comprehensive resolutions of incidents and requests

Proactively identify opportunities for work optimization

Update existing knowledge articles or create new ones

Identify opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.

Knowledge, Skills and Attributes :

Ability to communicate and work across different cultures and social groups

Ability to plans activities and projects well in advance, and takes into account possible changing circumstances

Ability to maintain a positive outlook at work

Ability to work well in a pressurized environment

Ability to work hard and put in longer hours when it is necessary

Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting

Ability to adapt to changing circumstances

Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

Academic Qualifications

Diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)

Advantageous certifications :

Up to date and relevant ITIL certification (Foundation Level)

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)

Check Point Certified Security Administrator (CCSA)

Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)

VMware Certified Professional vSphere


MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-Assist

MS-Windows Server

MS-Windows XP Professional

MS-Windows Terminal Server

Switches and Routers

SonicWall Firewalls and SSL VPN 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)

Additional certifications

Cisco Certified Network Professional - Routing and Switching (CCNP-R / S)

Cisco Certified Network Professional - Wireless (CCNP-W)

Cisco Certified Network Professional - Security

Check Point Certified Security Expert (CCSE)

Certified Partner SE - Security

Cisco Certified Network Professional - Data Center (CCNP-DC)

Blue Coat Certified Proxy SG Professional

Cisco Certified Network Professional - Voice (CCNP-V)

Any of the above certifications is a plus. The MS Services Engineer (L1) is expected to gain certifications relevant to services supported.

Certifications carry additional weight on candidate’s qualification for the role.

Required Experience :

Entry level experience or completion of relevant intern program

Entry level 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)

What will make you a good fit for the role?

Standard career level descriptor for job level :

  • Develops professional experience
  • Applies policy and procedures to solve variety of issues
  • Problems are moderate in nature
  • Build productive internal and external working relationships
  • Receives general instructions on routine work
  • Receives detailed instructions on new work
  • Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience;
  • or equivalent work experience

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