Network and Security Engineer

Dimension Data; Durban; On-site; ZAR 30 000 - 70 000; Full time

Job summary

Join a forward-thinking company as a Network and Security Engineer, where you can grow your skills in a supportive environment. This role focuses on managing IT infrastructure and ensuring operational excellence through proactive monitoring and incident resolution. You'll collaborate with teams to optimize processes and enhance client experiences. With a commitment to empowering employees, this innovative firm offers a diverse workplace where your contributions matter. If you're passionate about networking and security and thrive in a dynamic setting, this opportunity is perfect for you.

Benefits

Medical Aid/Insurance

Group Life Cover

Funeral Benefit

Minimum of 18 days annual leave

Qualifications

• Proven ability to communicate effectively across cultures.
• Experience with incident management systems and ticketing tools.

Responsibilities

• Provide second-level support and root cause analysis.
• Proactively monitor work queues and resolve incidents promptly.

Skills

Effective communication

Customer-centric approach

Active listening skills

Incident management

Problem identification

Education

CCNA qualification

A+ N+ certification

Tools

ServiceNow

Remedy

Enterprise monitoring tools

Job description

Do you want to learn and grow on your own? Do you have a passion for networking and security but you don't feel like being micro managed by management? Apply for this Network and Security Engineer role!

MS Engineer (L2) Responsibilities

The MS Engineer (L2) is responsible for providing managed services to clients, ensuring their IT infrastructure and systems remain operational. Their primary focus is on proactive monitoring, incident investigation, and resolution to restore service without breaching SLAs. They support second-line incidents and requests of medium complexity.

Requirements

1. Proactively monitor work queues.
2. Resolve incidents/requests promptly within SLA.
3. Update tickets with resolution details.
4. Identify, investigate, and log incidents and errors, capturing relevant information for quick resolution.
5. Provide second-level support, root cause analysis.
6. Communicate with other teams and clients for support extension.
7. Implement changes with risk assessments and mitigation plans.
8. Follow shift handover procedures, highlighting key tickets and upcoming tasks.
9. Escalate tickets appropriately to CoE and management.
10. Collaborate with automation teams to optimize efforts and automate routine tasks.
11. Coach Service Desk and L1 teams on technical and behavioral skills.
12. Identify potential problems before impacting clients.
13. Manage initial client escalations for operational issues.
14. Contribute to change management with detailed change requests.
15. Ensure proper approvals for changes and plan maintenance activities.
16. Audit tickets for quality and suggest improvements, updating knowledge articles.
17. Generate trend analysis reports to identify automation opportunities.

Qualifications

1. Effective communication across cultures and social groups.
2. Ability to plan activities and adapt to changing circumstances.
3. Maintain a positive outlook and work well under pressure.
4. Work diligently, including longer hours when necessary.
5. Active listening skills, including paraphrasing, probing, and patience.
6. Customer-centric approach, understanding client requirements to enhance experience.
7. CCNA qualification or A+ N+ with progress towards CCNA.
8. Knowledge of enterprise LAN systems and protocols (STP, VLANs, DHCP, DNS, etc.).
9. Understanding of routing protocols (EIGRP, OSPF).
10. Knowledge of Wi-Fi technologies, Cisco ISE & TACACS, and enterprise monitoring tools.
11. Experience with incident management systems and ticketing tools (ServiceNow, Remedy).
12. Relevant managed services experience.

Benefits include Medical Aid/Insurance, Group Life Cover, Funeral Benefit, and a minimum of 18 days annual leave.

About Dimension Data

At Dimension Data, we empower our people to deliver client-centric solutions. We foster a diverse and inspiring environment where our experts deliver measurable and sustainable value.