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NTT DATA Logo NTT DATA · IT - Administration

Wan Engineer

South Africa, Johannesburg · Job Posted January 25, 2026
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Job Description

The WAN Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The WAN Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests.

Job Responsibility

  • Identify problems and errors prior to or when they occur
  • Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
  • Investigate first line incidents assigned and identify the root cause of incidents and problems
  • Report and escalate issues to 3rd party vendors
  • Fulfil approved requests following agreed procedures
  • Provide telephonic or chat support to clients when required
  • Follow the required handover procedures for shift changes to ensure service continuity
  • Report and escalate incidents where necessary
  • Ensure the efficient and comprehensive resolutions of incidents and requests
  • Proactively identify opportunities for work optimisation
  • Update existing knowledge articles or create new ones
  • Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.
  • Engineer will be part of a shift roster where 24/7 coverage is needed this in tales working night shifts

Requirements

  • Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
  • 2–4 year’s work experience
  • At least 2 years’ experience in administering and troubleshooting network infrastructure devices
  • Up to date and relevant ITIL certification (Foundation Level)
  • CCNA
  • CCNP Advantageous
  • Cisco IOS
  • Wireless Knowledge
  • SDWAN experience advantageous.
  • Routing
  • LAN – WAN
  • Experience with Networking

Nice to have

  • CCNP Advantageous
  • SDWAN experience advantageous.
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