L1 Network Engineer - AL

Mission / Role 

This position will give you the possibility to provide the first level of support (L1), as per Service Level Agreements and internal processes, to both French and international customers on a wide range of technologies namely, Security Solutions and networking technologies. 

The role and responsibility of the L1 team member is to analyse and troubleshoot customer incidents raised by our customers themselves (Reactive Support) or by monitoring activities (Pro-active Support) and provide the first level of support. In case the issues cannot be resolved by L1 team, you will have the possibility to work with our L2 support team or even our L3 Engineers team located in France, Egypt and throughout the world. 

To Perform remote monitoring activities on servers, platforms, and relative equipments so as to identify potential impacts on customers IT solution and solve them accordingly 

To manage incidents raised by the customers (handling calls, opening a case, communicating with the different teams) within SLA’s. 

To analyze these issues and to fix them using the tools, and processes available. 

To participate in the evolvement of the processes taking into account customer requirements.