MS Engineer (L3) - NTT America Solutions, Inc. - Durban

Want to be a part of our team? The Security Managed Services Engineer (L3) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. 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 clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions. This role is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, aware of clients high level and low level security architecture and provides resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices. This role applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions. This role may also contribute to / support on project work as and when required. Working at NTT Key Roles and Responsibilities: - Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational - Performs necessary checks, apply monitoring tools and respond to alerts - Identifies problems and errors prior to or when it occurs and logs all such incidents in a timely manner with the required level of detail - Assists in analysing, assigning, and escalating support calls - Investigates third line support calls assigned and identify the root cause of incidents and problems - Reports and escalates issues to 3rd party vendors if necessary - Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT - Proactively identifies opportunities for work optimization including opportunities for automation of work - Coaches L2 teams for advance technical troubleshooting and behavioural skills - May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines - May work on implementing and delivering Disaster Recovery functions and tests Knowledge, Skills and Attributes: - 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 confirm 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 Academic Qualifications and Certifications: - Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience) - Relevant certifications depending on technology domain expertise such as - CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advance technical certification like CCIE, CISSP. Required Experience: - Seasoned Managed Services experience handling complex Security Infrastructure - Seasoned experience required in Engineering function within a medium to large ICT organisation - Seasoned working knowledge of ITIL processes - Seasoned experience working with vendors and/or 3rd parties Skills Summary Automation Tools, Cloud Security, Firewalls, Local Area Network (LAN), Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), Security Technologies, TCP/IP Networking, Threat Management What will make you a good fit for the role? Workplace type : Hybrid Working Equal Opportunity Employer NTT 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 Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you'll be part of the world's largest ICT company (by revenue). We've combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world's best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it's key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You'll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success Apply Now

Share this job with someone you think should apply!

Facebook

MS Engineer (L3) - Durban

Related Jobs

Analyst Durban - eThekwini

Junior Cyber Security Analyst Umhlanga - Umhlanga Rocks

Senior Network Security Engineer Durban - Durban

Infrastructure Team Lead (Durban) - Umhlanga Rocks

Application Lead - Durban

Want to do another search?