Networking Managed Services Engineer (L2) Job at NTT DATA (Cape Town)

Job Description

Join NTT DATA as a Networking Managed Services Engineer (L2) and play a crucial role in maintaining the operational integrity of client IT infrastructures. You will monitor, troubleshoot, and resolve technical incidents while collaborating with clients and internal teams. A diploma or degree in IT/Computing is required, along with certifications like CCNA Enterprise and ITILv4. This position demands a minimum of 3 years of experience in networking and incident management. Excellent customer service skills and the ability to work independently are essential. If you are passionate about network management and automation, apply today!

Job Responsibility

Proactively monitors the work the ticketing queues
Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
Updates tickets with resolution tasks performed
Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner
Captures all required and relevant information for immediate resolution
Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
Communicates with other teams and clients for extending support
Executes changes with clear identification of risks and mitigation plans to be captured into the change record
Follows 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
Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
Works with automation teams for effort optimization and automating routine tasks
Coaches Service Desk and L1 teams for technical and behavioural skills
Identifies problems and errors before they impact a client’s service
Leads and manages all initial client escalation for operational issues
Ensures all changes are carried out with proper change approvals
Plans and executes approved maintenance activities
Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
May also contribute to / support on project work as and when required
May work on implementing and delivering Disaster Recovery functions and tests
Performs any other related task as required

Requirements

Assist in the implementation of IT security measures
Basic knowledge of Ansible and Python
Understand firewalls and other network tools
Provide system documentation and diagrams
Implement change management procedures for system architecture changes
Document network areas to develop network diagrams
Evaluate current IT resources and assist in developing security policies
Ensure systems and networks are secure and operational
Basic understanding of SD-WAN technologies, Fortinet, Palo Alto, Cisco, Meraki
Identify and investigate risk and vulnerability issues
Assist in developing and maintaining standards and procedures
Review client network policies and recommend changes
Experience with deploying network systems
Experience with deploying SDWAN network systems
Basic understanding of security principles and design
Excellent customer service skills
Ability to work independently with minimal supervision
Participate in CAB processes for changes
Familiarity with Linux environment and shell scripting
Security administration on switches and routers
Prepare monthly work status reports and update technology-specific documents
Assist in designing and implementing network infrastructure
Proven Cisco/Palo Alto/Fortinet device management skills
Installing, configuring, and troubleshooting networking equipment
Knowledge of Layer-2 switching, VLANs, and access lists
Basic understanding of routing protocols: OSPF, EIGRP
Understanding of OSI Model, TCP/IP protocol suite
IP addressing and subnetting, routing concepts
Implement SNMP on devices for network management
Implement traffic filters using access lists and route maps
Perform troubleshooting between sites
Basic knowledge of enterprise-level network design and implementation
Diploma, degree, or relevant qualification in IT/Computing (or equivalent work experience)
CCNA Enterprise
ITILv4 or relevant ITIL certification (Foundation Level)
FortiNet NSE4
CCNP Enterprise - advantageous
Certified Wireless Network Professional (CWNP) - advantageous
Certified Wireless Network Expert (CWNE) – advantageous
Palo Alto Networks Certified Network Security Administrator - advantageous

Nice to have

Cisco, Palo Alto and Fortinet support processes
Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits
Experience within managed services
Familiarity with ticketing tools (Service Now, FreshDesk)
Working Knowledge of Fortinet SDWAN
Working Knowledge of Cisco switches, access points support and configuration
Working Knowledge of Network address translation

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Networking Managed Services Engineer (L2)

Job Description

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