Your day at NTT DATA

The IT Technical Support Engineer is a seasoned subject matter expert, responsible for providing a service to internal clients to ensure that the IT infrastructure and systems remain operational.

This role proactively identifies, investigates, and resolves complex technical incidents and problems and restoring service to clients by ensuring these incidents are managed to resolution.

Key Responsibilities:

• FortiGate Equipment Management: Deploy, configure, and maintain FortiGate Next Generation Firewalls, FortiManager, and FortiAnalyzer.
• Network Design & Implementation: Design, implement, and maintain WAN infrastructure, including underlay protocols such as Multiprotocol Label Switching (MPLS), Multiprotocol BGP, and MPLS Label Switched Paths (LSP).
• Firewall & Security Management: Configure, manage, and monitor Fortinet firewalls, implement security policies, IDS/IPS, IPSEC VPNs, and manage Fortinet SD-WAN.
• Performance Monitoring & Troubleshooting: Monitor network performance, troubleshoot connectivity issues, and perform network tuning to ensure optimal performance and reliability.
• Security & Compliance: Ensure network security policies are enforced and aligned with organizational security standards, particularly within Fortinet Secure SD-WAN environments
• Documentation: Create and maintain comprehensive network documentation, including diagrams, configurations, and standard operating procedures.          
• Network Support: Provide technical infrastructure support and collaborate with cross-functional IT teams to enhance network strategies and solutions.
• Disaster Recovery: Participate in the planning and implementation of disaster recovery procedures, including regular configuration backups and network continuity planning.

Knowledge and Attributes:

• Ability to communicate well and to capture all pertinent details when required.
• Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
• Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
• Passion for achieving or exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to work well in a pressurized environment
• 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 place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
• Stays up to date with latest relevant IT technology, trends and best practices.

Qualifications and Experience:

• Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.
• Bachelor’s degree in computer science, Information Technology, or a related field.
• Fortinet NSE certifications (e.g., NSE 4, NSE 5, or higher) are highly desirable.
• Minimum 2 years of experience in network engineering with a focus on Fortinet technologies.
• Strong understanding of networking protocols, security principles, and WAN technologies.
• Proven experience with Fortinet SD-WAN, IPSEC VPNs, IDS/IPS, and network monitoring tools.

Key Competencies:

• Analytical and problem-solving skills
• Strong communication and documentation abilities
• Ability to work independently and collaboratively
• Attention to detail and commitment to security best practices

Workplace type:On-site Working