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Network Support Engineer L1

Network Support Engineer L1

Westbase 24 / 7Gauteng, South Africa
2 days ago
Job description

Role Purpose

The Network Support Engineer L1 is a key member of the Westbase NOC team, responsible for the initial handling and triage of customer and network-related incidents.

This role supports the delivery of consistent technical assistance to customers, assists with first-line diagnostics, and provides a clear escalation path to higher-level engineers.

The L1 Engineer plays a critical role in maintaining high levels of customer satisfaction by ensuring efficient, accurate, and timely support responses across communication channels.

Key Responsibilities

  • Provide first-line technical support to customers via phone, email, and internal platforms.
  • Triage incoming incidents by gathering necessary technical details and classifying issues according to impact and urgency.
  • Perform basic troubleshooting on network-related faults and escalate unresolved or complex cases to Level 2 or Level 3 support as appropriate.
  • Log faults with upstream service providers or external vendors as necessary.
  • Ensure that all issues are accurately documented and tracked in the internal ticketing system.
  • Maintain regular communication with customers, providing clear, concise, and professional updates on issue status.
  • Reinforce service level agreements (SLAs) and manage customer expectations effectively.
  • Support the wider operations team by acting as the first point of contact for basic technical and service-related queries.
  • Work closely with Level 2 Engineers, Network Engineers, and Administration teams to escalat(e) and resolve complex incidents.
  • Participate in team discussions and troubleshooting sessions to further develop practical knowledge and skills.
  • Assist in collecting relevant technical data (e.g., screenshots, logs, trace routes) to support escalated investigations.
  • Contribute to internal documentation by recording recurring issues, troubleshooting steps, and known workarounds.
  • Update tickets with all relevant actions, timelines, and outcomes to ensure proper incident history.
  • Support continuous improvement by flagging gaps or inconsistencies in processes or knowledge articles.

Role Requirements

  • Minimum Certifications : CCNA, MTCNA, or JNCIA (or actively studying toward one of these).
  • Experience : 1–3 years working within a WISP / FISP environment or Network Operations Centre.
  • Fluent in English with excellent verbal communication and a professional phone manner.
  • Calm, methodical, and process-driven when operating under pressure.
  • Ability to work independently while adhering to established procedures and escalation paths.
  • Enthusiastic about learning new technologies and committed to self-improvement beyond the formal work environment.

    • Job Type : Full-time

    Pay : From R

    Location : Century City, Western Cape (Required)

    Work Location : In person

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