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

Job Description

The Network Managed Services Engineer (L1) at NTT DATA is responsible for ensuring the operational efficiency of client IT infrastructure. This role requires relevant certifications such as ITIL and CCNA-R/S, along with strong problem-solving and client communication skills. The position is full-time and on-site, with an immediate start required. Candidates should be prepared to work in a diverse and inclusive environment.

Job Responsibility

Providing a managed service to clients to ensure that their IT infrastructure and systems remain operational
Proactively identifying, investigating and resolving technical incidents and problems
Restoring service to clients by managing incidents to resolution
Ensuring zero missed service level agreement conditions
Providing first line support for standard and low complexity incidents and service requests
Providing technical support to field engineers, technicians, and product support personnel
Responding to situations where first-line product support has failed to isolate or fix problems
Reporting design, reliability and maintenance problems or bugs to design engineering/software engineering
May be involved in customer installation and training
Providing support to customer/users where the product is highly technical or sophisticated in nature
Monitoring client infrastructure and solutions
Identifying problems and errors prior to or when they occur
Routinely identifying common incidents and opportunities for avoidance as well as general opportunities for incident reduction
Investigating first line incidents assigned and identifying the root cause of incidents and problems
Fulfilling approved requests following agreed procedures
Providing telephonic or chat support to clients when required
Executing approved maintenance activities including patching and configuration changes
Following the required handover procedures for shift changes to ensure service continuity
Reporting and escalating incidents where necessary
Ensuring the efficient and comprehensive resolutions of incidents and requests
Proactively identifying opportunities for work optimisation
Updating existing knowledge articles or create new ones
Identifying opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities

Requirements

Up to date and relevant ITIL certification (Foundation Level)
Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
Cisco Certified Network Associate - Wireless (CWNA advantage)
Cisco Certified Network Associate - Security (CCNA-SEC)
Check Point Certified Security Administrator (CCSA)
Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
Switches and Routers
Fortinet FCP (NSE4)
Ability to make data driven decisions
Ability to communicate and work across different cultures and social groups
Ability to plans activities and projects well in advance, and takes into account possible changing circumstances
Ability to maintain a positive outlook at work
Ability to work well in a pressurised environment
Ability to work hard and put in longer hours when it is necessary
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
Ability to adapt to changing circumstances
Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

Nice to have

Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)
Cisco Certified Network Professional - Wireless (CCNP-W)
Cisco Certified Network Professional - Security
Check Point Certified Security Expert (CCSE)
Certified Partner SE - Security
Cisco Certified Network Professional - Data Center (CCNP-DC)
Blue Coat Certified Proxy SG Professional
Cisco Certified Network Professional - Voice (CCNP-V)

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Networking Managed Services Engineer

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