Technical Specialist Full Time

About the job
Want to be a part of our team?

The Network Engineer (L3) is an entry level position in the Networking Engineers job family and is proactive in identifying, investigating and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Network Engineer (L3) focuses on second line support for medium complexity incidents and maintains the Networking environmental and monitoring equipment.

Working at NTT

Monitor infrastructure

They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors

The Network Engineer (L2) identifies problems and errors prior to or when they occur. He or she will log such incidents in a timely manner with the required level of detail with all the necessary. They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests

They investigate second line support calls assigned to them and identify the root cause of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions.

Where necessary, they escalate requests and exceptions to the 3rd line support team.

They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.

Incident management

When required they will take responsibility receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required.

They update incidents with progress and resolution details.

Shift management

Network Engineers (L2) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.

Reports

Network Engineers (L2) are also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and short-comings in the current processes and escalate with recommendations.

Behavioural skills

Network Engineers (L2) are required to strictly comply with all processes and procedures as prescribed by Dimension Data and the client when relevant. Their ability to communicate well and to capture all pertinent details when required will contribute to their success.

What will make you a good fit for the role?

Should also have experience in:
Experience of working on Cisco products
Cisco CCNP –Collaboration or CCVP certification (possible consideration if 2 CCNP track exams have been completed and the ability to obtain CCNP certification within 3 months can be demonstrated.)
4 + years of experience in a technical support environment working with Cisco products
Proven experience design, implementation and troubleshooting.
Knowledge on Call Manager, Unity Connection, IM & Presence.
Knowledge on Voice gateways, FXO, FXS, E1, T1
Knowledge on Voice protocols – SIP, MGCP, SCCP, H.323
Knowledge on Telepresence codec, TMS, VCS-C & E
Knowledge on UCCX, Finesse, CAD
Knowledge on Attendant console, CMS, WebEx, WebEx teams, PLM
Knowledge on UCS, ESXi, CIMC
Analysis of Capacity & Availability performance of network and provide recommendations
Participate in the Client’s CAB meetings, perform impact analysis and produce a request for change including test plan, rollback plan. Implement a change in accordance with change plan.
Minimum ITIL Foundation V3 Trained (Certification preferable)
Confident English language skills