Analyst

Identifying and resolving technical incidents and Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to Their primary objective is to ensure zero missed service level agreement (SLA) The Security Engineer s responsible for managing tickets of low to high

Requirements

Ensure that assigned infrastructure at the client site is con gured, installed, tested, and operational

Perform necessary checks, apply monitoring tools and respond to alerts

Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail

Assist in analysing, assigning, and escalating support calls

Investigate third line support calls assigned and identify the root cause of incidents and problems

Report and escalate issues to 3rd party vendors if necessary

Provide onsite technical support to clients and provide eld engineering services to clients

Conduct a monthly random review of incidents and service requests, analyse and recommend improvement in quality

Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT

Proactively identify opportunities for work optimization including opportunities for automation of work

Ability to communicate and work across different cultures and social groups

Ability to plan 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 pressurized 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 con rm understanding, probing for further relevant information, and refraining from interrupting

Ability to adapt to changing circumstances

Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Advantageous Working Knowledge

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 webbased protocols)

Networking technologies, principles, and protocols based on OSI model, TCP/IP, UDP, IP addressing and MAC addresses,

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

Academic Quali cations

Advanced diploma, degree, or relevant quali cation in IT/Computing (or demonstrated equivalent work experience)

CCNA and CCNP enterprise quali cation required

Fortinet NSE4

Required Experience:

Demonstrated work experience

Demonstrated experience required in Engineering function within a medium to large ICT organization

Demonstrated experience of Managed Services

Demonstrated working knowledge of ITIL processes

Demonstrated experience working with vendors and/or 3rd parties