Network and Security Solutions Engineer
2 months ago
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.
- 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.
We offer a competitive benefits package, including medical aid, group life cover, funeral benefit, and minimum 18 days annual leave.
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