Network Engineer L3

4 weeks ago

Cape Town, Western Cape, South Africa Dimension Data Full time
Job Description

As a Network Engineer L3 at Dimension Data, you will play a critical role in ensuring the smooth operation of our clients' IT infrastructure and systems. Your primary objective will be to proactively monitor and resolve technical incidents and problems, restoring service to clients in a timely manner.

Key Responsibilities
  • Proactively monitor work queues and perform operational tasks to resolve incidents and requests within agreed SLAs.
  • Identify, investigate, and analyze issues and errors, logging all incidents in a timely manner and capturing relevant information for immediate resolution.
  • Provide second-level support to incidents, requests, and identify root causes of incidents and problems.
  • Communicate with other teams and clients to extend support and escalate tickets as needed.
  • Execute changes with clear identification of risks and mitigation plans, capturing details into the change record.
  • Follow shift handover processes, highlighting key tickets and upcoming critical tasks.
  • Work with automation teams to optimize effort and automate routine tasks.
  • Coach Service Desk and L1 teams on technical and behavioral skills.
  • Establish monitoring for client infrastructure and identify problems before they impact service.
  • Lead and manage initial client escalations for operational issues.
  • Contribute to the change management process, logging change requests with complete details.
  • Audit and analyze incident and request tickets for quality and recommend improvements.
Requirements
  • Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
  • Moderate years of relevant managed services experience.
  • Moderate level knowledge in ticketing tools, preferably Service Now.
  • Background in CCNA.
  • Up-to-date ITIL certification.
  • Network experience (4-6 years).
  • Cisco, F5, Velocloud (optional), Huawei (advantage), Aruba.
  • Professional certification (CCNA, CCNP, CCDP, CCIE or equivalent) is advantageous.
  • In-depth understanding of communication protocols and advanced knowledge of Layer 2 and Layer 3 technologies.
  • Extensive routing experience.
  • 2nd and 3rd tier support experience.
  • Solid F5/WAF experience.
  • OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP).
  • IP addressing and subnetting.
  • Solid VLAN knowledge and configuration.

Excellent troubleshooting skills are essential for this role.

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