Networking Managed Services Engineer; L2

Responsibilities

• Proactively monitors the work queues to identify and resolve incidents and requests in a timely manner and within the agreed SLA.
• Updates tickets with resolution tasks performed and captures all relevant information for immediate resolution.
• Provides second-level support, identifies root causes of incidents and problems, and communicates with other teams and clients for extended support.
• Executes changes with clear identification of risks and mitigation plans documented in the change record.
• Follows shift handover processes, highlighting key tickets and upcoming critical tasks for the next shift.
• Escalates tickets to ensure appropriate focus from CoE and other teams; continues escalation to management if needed.
• Works with automation teams to optimize efforts and automate routine tasks; coaches Service Desk and L1 teams in technical and behavioural skills.
• Establishes monitoring for client infrastructure and leads initial client escalations for operational issues.
• Contributes to change management, logs change requests, executes approved maintenance, and audits incident and request tickets for quality.
• Produces trend analysis reports to identify tasks for automation and to reduce tickets and optimize effort.
• May contribute to project work and support disaster recovery functions as needed.

• Assist in the implementation of IT security measures.
• Basic knowledge of Ansible and Python; understanding of firewalls and other network tools.
• Provide system documentation and diagrams; implement change management procedures for system architecture changes.
• Document network areas to develop network diagrams; evaluate current IT resources and assist in developing security policies.
• Ensure systems and networks are secure and operational; basic understanding of SD-WAN technologies, Fortinet, Palo Alto, Cisco, Meraki.
• Identify and investigate risk and vulnerability issues; develop and maintain standards and procedures; review client network policies and recommend changes.
• Experience with deploying network systems, including SD-WAN; basic understanding of security principles and design.
• Excellent customer service skills; ability to work independently with minimal supervision.
• Participate in CAB processes for changes; familiarity with Linux environment and shell scripting; security administration on switches and routers.
• Prepare monthly work status reports and update technology-specific documents.
• Assist in designing and implementing network infrastructure; proven Cisco/Palo Alto/Fortinet device management skills.
• Installing, configuring, and troubleshooting networking equipment; knowledge of Layer-2 switching, VLANs, and access lists.
• Basic understanding of routing protocols (OSPF, EIGRP); understanding of OSI model and TCP/IP; IP addressing and subnetting; routing concepts.
• Implement SNMP on devices for network management; implement traffic filters using access lists and route maps; perform troubleshooting between sites.
• Basic knowledge of enterprise-level network design and implementation.

• Academic qualifications:
  Diploma, degree, or relevant IT/Computing qualification (or equivalent work experience).
• Ability to build secure networks for enterprise applications; maintain security configurations, troubleshoot network configuration and outages; experience with network security and incident response preferred.
• Certifications:
  
  CCNA Enterprise; CCNP Enterprise (advantageous);
  Forti Net NSE4; ITIL v4 (Foundation); CWNP (advantageous); CWNE (advantageous);
  Palo Alto Networks Certified Network Security Administrator (advantageous).
• Experience with on-site working; on-site workplace type noted.

Work Environment
:
On-site | Equal Opportunity Employer. NTT DATA is committed to providing an environment free of unfair discrimination and harassment and does not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.