Front Office Network Engineer - Managed Services (Level 1)

Riyadh, Saudi Arabia

Permanent

Company Description

NETS is a leading global Solutions Provider and Systems Integrator dedicated empowering the future through our integrated approach and commitment to delivering Innovative, Intelligent, and Integrated Solutions (NETS 3 I’s) Effectively, Efficiently, and Economically (NETS 3 E’s). Our service portfolio covers 3 verticals namely Infrastructure, Digital, and Managed Solutions, and NETS Services include Access Networks (Fixed and Wireless), Enterprise Data Networks, Cloud Solutions, Cyber Security, Automation, Resource Outsourcing, and Managed Services. NETS brings over 4 decades of proven domain expertise, service specialization, and industry leadership, delivering over 3,000+ successful projects. Our 1,000+ highly skilled & professional staff, collaboration with over 50 leading global technology partners, 100+ NETS OEM Partners, and NETS Reach, with offices in the UK, UAE, USA, Saudi Arabia, and Pakistan, has allowed us to be the preferred trusted partner to over 200 long-standing satisfied customers including fortune 500 companies across 25+ countries.

Job Description

As a Front Office Network Engineer, you are the first line of defense in monitoring and maintaining the health of our customer's critical network infrastructure. Operating within our Network Operations Center (NOC), you will be responsible for continuous monitoring of MPLS Core, IGW (International Gateway), Broadband Network Gateway (BNG), and Network Security (Gi Firewall) services, primarily on Juniper, Cisco and Huawei platforms. Your role involves proactively identifying network events using monitoring tools, performing initial diagnostics according to established procedures, resolving basic incidents, and escalating complex issues promptly to the Back Office (L2) team. This role requires meticulous attention to detail, adherence to processes, and clear communication.

Key Responsibilities

• Network Monitoring: Actively monitor network management systems (NMS), dashboards, and alerts for events related to infrastructure devices & Services and associated services (IGW, DC,IPMPLS, BNG, Firewall, IGW, and Internet Services).
• Event & Incident Handling (L1):

• Acknowledge alarms and events promptly within defined service levels.
• Create and manage incident tickets accurately in the ticketing system, ensuring all initial details are captured.
• Perform initial classification and prioritization of incidents based on documented guidelines.
• Ability to monitor network performance, conduct trend analysis, and implement optimization strategies.
• Proficient technical knowledge of networking, operating systems, IT infrastructure, and core network equipment such as Juniper MX Series, Cisco ASR9K, and Nexus.
• Initial Triage & Basic Troubleshooting:
  
  

• Follow Standard Operating Procedures (SOPs) and runbooks to perform initial diagnostic steps for common alerts (e.g., interface down, high CPU/memory alerts, basic connectivity checks like ping/traceroute).
• Execute professional, pre-approved commands on network devices for information gathering or resolution of known L1-fixable issues.
• Verify service restoration after basic interventions or maintenance activities.
• Escalation:
  
  

• Identify incidents requiring advanced technical expertise and escalate promptly to the Back Office (L2) engineers.
• Provide clear, concise, and accurate information (logs, troubleshooting steps taken, observations) during escalation.
• Strong analytical and documentation skills, with the ability to communicate complex technical concepts to non-technical stakeholders.
  

Requirements

• Documentation & Reporting:

• Maintain accurate and detailed logs of all activities, checks, and communications within incident tickets.
• Assist in compiling data for routine operational reports based on templates.
• Contribute to the knowledge base by identifying documentation gaps or suggesting improvements to SOPs based on operational experience.
• Skilled in tracking and managing SLA performance metrics in alignment with contractual obligation
• Communication:
  
  

• Communicate effectively with team members during shift handovers.
• Provide clear status updates within tickets.
• Handle initial communications professionally if interacting directly with internal teams or customers regarding incidents (as per defined process).
• Excellent multitasking and prioritization abilities in a fast-paced environment.
• Routine Checks: Perform scheduled health checks and operational tasks as defined in checklists and procedures.
  
  
Required Qualifications & Experience


• Education: Technical Diploma, associate’s degree, or Bachelor's Degree in Information Technology, Computer Science, Network Engineering, or a related field. Relevant certifications 1 may be considered.
• Experience: 2+ years of experience in an IT support role, preferably within a Network Operations Center (NOC) or IT Helpdesk environment. Entry-level candidates with a strong aptitude and relevant education/certifications are encouraged to apply. hands-on experience in technical support, customer service, or network operations, including experience with Juniper technologies.
• Certification: Relevant professional certifications such as Cisco, Juniper, and ITIL are highly desirable.
• Technical Fundamentals:
  
  

• Professional understanding of networking concepts (OSI model/TCP/IP stack, IP addressing, common ports).
• Familiarity with advance network connectivity procedures and tools
• Awareness of network device types (routers, switches, firewalls).
• Tool Familiarity: Experience or ability to quickly learn Network Monitoring Systems (NMS) and IT Service Management (ITSM)/ticketing tools.
  
  

Skills:

• Strong ability to follow procedures accurately and consistently.
• Excellent attention to detail.
• Basic analytical and problem-solving skills.
• Willingness to work in shifts.
• Ability to work effectively in a team environment
• Experience with service desk tools, ticketing systems, and IT support best practices.
• Language: Good written and verbal communication skills in English.
  
  

Desired Skills

• Professional-level certifications like Juniper JNCIA-JNCIP Junos or CompTIA Network+, Cisco CCNP (or CCT).
• Professional familiarity with command-line interfaces (CLI), particularly Junos OS basic 'show' commands.
• Awareness of ITIL framework principles (especially Incident Management).
• Previous experience working in a 24/7 operational environment.
• Customer service orientation.
• Understanding of IGW technologies, including MPLS, data center environments, network security, and advanced routing protocols.
• Proficient in troubleshooting complex network issues involving protocols such as BGP, OSPF, ISIS, MPLS-TE, LDP, and technologies like QoS, VRF, and VPN.