Network Infrastructure Specialist

4 weeks ago

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

The Network Infrastructure Specialist is responsible for providing managed services to clients to ensure the operational integrity of their IT infrastructure and systems. This involves proactive monitoring, identifying, investigating, and resolving technical incidents and problems to restore service to clients. The primary objective is to review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreements (SLAs). The Network Infrastructure Specialist focuses on second-line support for incidents and requests with a medium level of complexity.

Key Responsibilities:

  • Proactively monitor work queues
  • Perform operational tasks to resolve incidents/requests in a timely manner and within agreed SLAs
  • Update tickets with resolution tasks performed
  • Identify, investigate, and analyze issues and errors prior to or when they occur and log all such incidents in a timely manner
  • Provide second-level support to all incidents, requests, and identify the root cause of incidents and problems
  • Communicate with other teams and clients for extended 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 focused on along with a handover of upcoming critical tasks to be carried out in the next shift
  • Escalate all tickets to seek 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
  • 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 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

Requirements:

  • 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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