- Proactively monitors the work queues.
- Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
- Update tickets with resolution tasks performed
- Identify, Investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
- Provide second level support to all incidents, requests and identify the root cause of incidents and problems
- Communicate with other teams and clients for extending support
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Follow the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
- Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
- Work with automation teams for effort optimization and automating routine tasks
- Coach Service Desk and L1 teams for technical and behavioral skills
- Establish monitoring for client infrastructure
- Identify problems and errors before they impact a client's service
- Lead and manage all initial client escalation for operational issues.
- Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
- Ensures all changes are carried out with proper change approvals
- Plan and execute approved maintenance activities
- Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles.
- Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
- Ability to communicate and work across different cultures and social groups
- Ability to plans activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurized environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey
- CCNA qualification or A+ N+ working towards the CCNA
- Knowledge of Enterprise-scale LAN systems (STP, VTP, Port-channel, Trunking, VLANs, VACL's,
- Stacking)
- Understanding Protocols such as (HTTP/S, DHCP, DNS, SMTP, SNMP, NTP, SSH, FTP, and other web-based protocols)
- Networking technologies, principles, and protocols based on OSI model, TCP/IP, UDP, IP addressing and MAC addresses, etc.
- Basic Understanding of Routing Protocols such as (EIGRP & OSPF)
- Knowledge of Enterprise Wi-Fi technologies
- Knowledge of Cisco Identity Services Engine (ISE) & TACACS
- Knowledge of Enterprise Monitoring (Spectrum, Cisco Prime)
- Knowledge of incident management systems
- Moderate years of relevant managed services experience
- Moderate level knowledge in ticketing tools preferably Service Now and Remedy
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Network and Security Engineer - Durban South, South Africa - Dimension Data
Description
FunctieomschrijvingNetwork and Security Engineer
LOCATION
Durban, South Africa
TYPE
Permanent
Do you want to learn and grow on your own? Do you have a passion for networking and security but you don't feel like being micro managed by management? Apply for this Network and Security Engineer role
MS Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the MS Engineer (L2) is able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The MS Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity.
Requirements
Qualifications
Perks
Medical Aid / Medical Insurance, Group Life Cover, Funeral Benefit, Minimum 18 days annual leave.
About Dimension Data
At Dimension Data we empowering our people to deliver client-centric solutions. We want to see our people make the most of every opportunity, and together we can achieve the extraordinary. Our diverse and inspiring people are experts at what they do and serious about delivering measurable and sustainable value at every turn.
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