Network Engineer L3

1 month ago

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

We are seeking a highly skilled Network Engineer L3 to join our team at Dimension Data. As a key member of our IT operations team, you will be responsible for providing expert-level support for our clients' IT infrastructure and systems.

Key Responsibilities
  • Incident Management
    • Proactively monitor work queues to identify and resolve technical incidents and problems in a timely manner.
    • Perform operational tasks to resolve all incidents and requests within agreed service level agreements (SLAs).
    • Update tickets with resolution tasks performed and identify root causes of incidents and problems.
  • Problem Management
    • Investigate and 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 and provide second-level support to all incidents and requests.
  • Change Management
    • 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 focused on and a handover of upcoming critical tasks to be carried out in the next shift.
  • Communication and Collaboration
    • Communicate with other teams and clients for extended support and escalate all tickets to seek the right focus from the Center of Excellence and other teams, if needed.
    • Work with automation teams for effort optimization and automating routine tasks.
  • Knowledge and Skills
    • Ability to communicate and work across different cultures and social groups.
    • Ability to plan activities and projects well in advance, and take into account possible 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 such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
    Requirements
    • Academic Qualifications
      • Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
    • Required 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.
    • Technical Skills
      • Network (4-6 years' experience).
      • CISCO.
      • F5.
      • Velocloud (optional).
      • Huawei (advantage).
      • Aruba.
    • Professional Certification
      • CCNA, CCNP, CCDP, CCIE, or equivalent.
    • Knowledge and Skills
      • In-depth understanding of communication protocols with 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.

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