Found Description
L1 and L1.5 Command Center Engineer:
The L1 Network Support Engineer provides first-line support for network infrastructure, focusing on monitoring, basic troubleshooting, incident logging, and escalation . This role ensures network availability by following standard operating procedures (SOPs) and predefined runbooks.
Key Responsibilities
- Monitor network devices and links using NMS tools (SolarWinds, Zabbix, Nagios, etc.)
- Handle L1 incidents related to:
- LAN/WAN connectivity
- Router, switch, firewall alerts
- VPN connectivity issues
- Perform basic troubleshooting using SOPs and checklists
- Create, update, and manage tickets in ITSM tools (ServiceNow, Remedy, etc.)
- Identify incident severity and escalate to L1.15 / L2 teams as per SLA
- Perform basic network health checks (CPU, mem...
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