The role involves ensuring the operational stability of client IT infrastructure and systems through proactive monitoring and incident resolution. The engineer manages technical requests and incidents of medium complexity while providing second-line support to restore services according to service level agreements. Responsibilities include executing maintenance activities, managing client escalations, and contributing to change management processes. The position also requires collaborating with automation teams to optimize routine tasks and coaching junior team members. Additionally, the engineer produces trend analysis reports and supports disaster recovery functions as needed.

Candidates must possess a diploma, degree, or relevant qualification in IT or computing, though equivalent work experience is accepted. Required technical proficiencies include experience with network security, incident response, and the deployment of network and SD-WAN systems. Professional certifications such as CCNA Enterprise, FortiNet NSE4, and ITILv4 are required. The role demands the ability to work independently with minimal supervision and demonstrate excellent customer service skills.