Network and Security Solutions Engineer

2 months ago

South Beach, KwaZulu-Natal, South Africa Dimension Data Full time
About the Role

We are seeking a highly skilled Network and Security Solutions Engineer to join our team at Dimension Data. As a key member of our IT infrastructure team, you will be responsible for providing managed services to clients to ensure the smooth operation of their IT systems.

Key Responsibilities
  • Proactively monitor client work queues to identify and resolve technical incidents and problems in a timely manner.
  • Perform operational tasks to resolve incidents and requests within agreed service level agreements (SLAs).
  • Update tickets with resolution tasks performed and identify root causes of incidents and problems.
  • Provide second-level support to clients and identify areas for process improvement.
  • Communicate with other teams and clients to extend support and escalate issues as needed.
  • Execute changes with clear identification of risks and mitigation plans.
  • Follow shift handover processes and highlight key tickets for focus.
  • Escalate tickets to seek focus from Center of Excellence (CoE) and other teams.
  • Work with automation teams to optimize effort and automate routine tasks.
  • Coach Service Desk and Level 1 teams on technical and behavioral skills.
  • Establish monitoring for client infrastructure and identify problems before they impact service.
  • Lead and manage client escalations for operational issues.
  • Contribute to the change management process by logging change requests with complete details.
  • Ensure 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 recommend improvements.
  • Produce trend analysis reports to identify tasks for automation and optimize effort.
Requirements
  • Ability to communicate and work across different cultures and social groups.
  • Ability to plan activities and projects well in advance and adapt to changing circumstances.
  • Ability to maintain a positive outlook at work and work well in a pressurized environment.
  • Ability to work hard and put in longer hours when necessary.
  • Ability to apply active listening techniques and adapt to changing circumstances.
  • Ability to place clients at the forefront of all interactions and create a positive client experience.
  • CCNA qualification or A+ N+ working towards the CCNA.
  • Knowledge of Enterprise-scale LAN systems, protocols, and technologies.
  • Understanding of networking principles, protocols, and technologies based on OSI model, TCP/IP, UDP, IP addressing, and MAC addresses.
  • Basic understanding of routing protocols such as EIGRP and OSPF.
  • Knowledge of Enterprise Wi-Fi technologies, Cisco Identity Services Engine (ISE), and TACACS.
  • Knowledge of Enterprise Monitoring and incident management systems.
  • Moderate years of relevant managed services experience.
  • Moderate level knowledge in ticketing tools preferably Service Now and Remedy.
Perks

We offer a competitive benefits package, including medical aid, group life cover, funeral benefit, and minimum 18 days annual leave.

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