Network Engineer (L2) at NTT Ltd.

Key Roles and Responsibilities:

• Log and attend to tickets using clients ticketing tool
• Handle service requests
• Monitor network via monitoring tool
• Troubleshoot network issues
• Prep and install Cisco Switches and Access points
• Liaise and coordinate with 3rd party contractors / vendors
• Be willing to work on a shift basis and overtime on certain weekends
• Based at client site within Uitenhage area
• Provide second level support to all incidents, requests and identify the root cause of incidents and problems
• Communicate with other teams and clients for extending support. Must be proficient in change management process with an ability to plan and execute changes with clear identification of risks and mitigation plans to be captured into the change record
• Diligently follows the shift hand over process highlighting any key tickets to be focused along with a handover of upcoming critical tasks to be carried out in the next shift
• Timely escalation of all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management.
• Proactively identifies, contributes and work with automation teams for effort optimization and automating routine tasks
• Coaches Service Desk and L1 teams for technical and behavioural skills
• Provide second level support to all incidents, requests and identify the root cause of incidents and problems

Knowledge, Skills, and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes 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 clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications:

• Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• CCNP certification (essential)
• ITIL certification (essential)
• 3- 5 years' work experience in a similar role
• Driver's license (essential)

What will make you a good fit for the role?

• Standard career level descriptor for job level:
• Seasoned and experienced professional
• Has full understanding of specialisation area
• Resolves wide range of issues in creative ways
• Fully qualified, career level, career journey-orientated
• Uses good judgement in selecting tools and methods to solve problems
• Networks with senior internal and external people in own area of expertise
• Receives little instruction on day-to-day work, receives general instructions on new assignments