Network Security Engineer at Dimension Data

As a level 2 Network Security Engineer, you will be responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating and resolving of technical incidents and problems, the Network Security Engineer is able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The level 2 Network Security Engineer focuses on second line support for incidents and requests with medium level of complexity.

This role will be focused network security which will include firewalls, web application firewalls, Proxies, IPS and NAC.

Responsibilities

• Proactively monitors the work queues
• Perform operational tasks to resolve all incidents/requests in a timely manner and within agreed SLA's
• Update tickets with resolution tasks performed
• Identify, investigate, analyse issues and errors prior to when they occur and log such incidents in a timely manner
• Capture all required and relevant information for immediate resolution
• Communicate with other teams and clients for extending support
• Execute changes with clear identification of risks and mitigation plans to be captured into the change record
• Follow the shift hand-over process highlighting any key tickets to be focused on, along with a handover of upcoming critical tasks to be carried out in the next shift
• Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalation to management
• Work with automation teams for effort optimization and automating routine tasks.
• Coach Service Desk and L1 teams for technical and behavioural skills
• Establish monitoring for client infrastructure
• Identify problems and errors before they impact a client's service
• Lead and manages all initial client escalation for operational issues
• Contribute to the change management process by logging all change requests with complete details for standard and non-standard patching and any other changes to configuration items
• Ensure all changes are carried with proper approvals
• Plan and execute approved maintenance activities
• Audit and analyse incident request tickets for quality and recommends improvements with updates to knowledge articles
• Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort

Qualifications

• Diploma, degree or relevant qualification in IT/Computing (or demonstrated work experience)
• Minimum of 2 years' experience in a similar role
• Fortinet NSE 4
• Cisco CCNA or higher
• Security+

Advantageous certifications:

• Palo Alto
• Checkpoint
• Cisco
• Cloud certification (AWS, Azure)
• ITIL foundation