Key Roles and Responsibilities: Monitors client infrastructure and solutionsIdentify problems and errors prior to or when they occurRoutinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reductionInvestigate first line incidents assigned and identify the root cause of incidents and problemsFulfill approved requests following agreed proceduresProvide telephonic or email support to clients when requiredExecute approved maintenance activities including patching and configuration changesFollow the required handover procedures for shift changes to ensure service continuityReport and escalate incidents where necessaryEnsure the efficient and comprehensive resolutions of incidents and requestsProactively identify opportunities for work optimizationUpdate existing knowledge articles or create new onesIdentify opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.Knowledge, Skills, and Attributes: Ability to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for furtherrelevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive clientexperience throughout the total client journeyAcademic Qualifications• Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)Advantageous certifications:• Up to date and relevant ITIL certification (Foundation Level)Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)Cisco Certified Network Associate - Wireless (CCNA-WL)Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)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)VMware Certified Professional vSphereIP, WINS, DHCP, DNC, etcMS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-AssistMS-Active DirectoryMS-Windows ServerMS-Windows XP ProfessionalMS-Exchange ServerMS-SQL ServerMS-IIS ServerSwitches and RoutersSonicWall Firewalls and SSL VPN Security AppliancesCisco Firewalls and RoutersCisco Certified Network Associate - Data Center (CCNA-DC)MCSA+VCP, RHCE, or equivalentCisco Certified Network Associate - Video (CCNA-VID)Any of the above certifications is a plus. The SDWAN Engineer (L1) is expected to gain certifications relevant to services supported.#DimensiondatacareersSkills SummaryAPI Integration, Cisco Routers and Switches, Cloud Infrastructure, Cloud Networking, Cloud Security, Cloud Services Management, Computing, Database Tuning, Firewalls, Infrastructure Deployment, Internet Access, Linux, Local Area Network (LAN), Networking Solutions, Network Support, Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), Performance Optimizations, Routing Protocols, SAP Expertise, TCP/IP Networking, TroubleshootingWhat will make you a good fit for the role?Additional certificationsNSE 5,6,7Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)Cisco Certified Network Professional - Wireless (CCNP-W)Cisco Certified Network Professional - SecurityCheck Point Certified Security Expert (CCSE)Certified Partner SE - SecurityCisco Certified Network Professional - Data Center (CCNP-DC)Blue Coat Certified Proxy SG ProfessionalWorkplace type: Equal Opportunity EmployerNTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
