Make an impact with NTT DATA
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Your day at NTT DATA
The Network Security Engineer (L2) is a developing engineering role, responsible for providing a professional second-line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution.
The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.
The Network Security Engineer (L2) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
Key Responsibilities:
- Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
- Ensures that all hardware and software in the scope of the support contract is operating optimally and any performance issues and vulnerabilities are logged, investigated and resolved.
- Liaises with all stakeholders including client IT team to expedite diagnosis of errors and problems and to identify a resolution.
- Investigates all support calls assigned and identifies the root cause of incidents and problems
- Responds to and diagnoses all alerts, escalate to Senior Engineer when unable to resolve within the stipulated time.
- Ensures incidents are updated with progress and resolution details in a timely manner using the required platforms.
- Ensures the efficient and comprehensive resolution of incidents and requests.
- Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
- Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
- Reports and escalates issues to 3rd party vendors if necessary.
- Follows the required handover procedures to ensure service continuity.
To thrive in this role, you need to have:
- Good communicate skills, both verbal and written.
- Ability to plan activities well in advance and take 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 client 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 in Information Technology or Computing or related field.
- 2-3 years minimum working experience in a similar role
- Checkpoint Security Certifications- CCSA mandatory, CCSE advantageous, Harmony Specialization
- Certification in Checkpoint Maestro (CCME)
- Cisco Certification-CCNA
Workplace type: On-site Working