Technical Engineer at Content+Cloud

Description

Main purpose

Acting as a Senior Technical Engineer, you will be part of a bigger Security and Networks team that is responsible for delivery of a host of proactive and managed security services to a large client base. You will be heavily involved with design, scoping and implementation of projects related to network and security deployments. You will have a broad technical knowledge, strong skillset and mature understanding of client requirements and matching technology standards. Part of the role will include the introduction to a growing Cyber environment, working closely with CSOC and current SIEM toolsets.

Key performance indicators (KPIs)

• Maintain SLAs based on incident priority for both response and resolution

• Efficient and efficient incident and queue management

• First response ticket SLA 95%

• Close a minimum of 12 ticket per day

• Resolve SLA 90%

• Accurately capture 80% work utilization per day.

• Adherence to telephone etiquette principles.

• Contribute to attaining mean time to resolve (open to close) targets.

• Data accuracy and quality.

• Diligence in ticket management (daily client facing updates, correct status, escalation).

• Successful ticket closure (i.e. no tickets are reopened).

• 100% shift compliance

Requirements

Generic duties and responsibilities 

• Work within a multi-disciplined environment

• Delivery of quality proactive managed services across the Content + Cloud client base

• Managed Network

• Take ownership and perform prompt and effective incident investigation applying sound problem solving methods to determine scope, urgency, and potential impact across a wider range of IT systems

• Take ownership of requests allocated and professionally manage them through to resolution or escalation.

• Work with internal and external stakeholders to resolve network and security incidents, and vulnerability compliance.

• Effective escalation of critical issues needing high level attention

• Management of risk and downtime during maintenance windows

• Contribute to and improve internal knowledgebase assets.

• Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.

• Report potential client facing risks.

• Report customer feedback and potential product request.

• Maintain personal development plan with line manager.

• Undertake any other tasks as assigned by management.

• Collaborate with other teams to maintain standards and functionality across the service/s

• Ensure Service Level Agreements (“SLAs”) are met internally and per customer requirements

Specific capabilities required 

• Minimum 2-3 years’ experience in a support role of similar exposure

• Desired Networking accreditations

• Network+ | NSE1 / 2 / 3

• CCENT | CCNA (Routing & Switching) | CCNP

• Fortinet NSE4 / NSE5

• VOIP (Gamma Horizon, Skype for Business, Teams Voice, CCNA Voice)

• Solid working knowledge and experience across the following technologies:

• Firewalls: Fortinet, Cisco, Juniper, Palo Alto, Cisco Meraki

• Switching: Cisco, HP, Juniper, Cisco Meraki

• Wireless: Cisco Meraki, Aerohive

• Cloud: Azure Express Route, Azure NSG

• WAN/LAN networking: VPLS, MPLS, TCP/IP, DNS, SNMP, VPN

Generic essential individual attributes

• Ideally you are a keen self-starter who can evidence excellent customer service and can collaborate effectively.

• You should have excellent soft-skills and possess exceptional communication skills

• Clear and effective decision making, sound judgement and proactive planning are important traits you should be comfortable in

• You will have a good understanding of process, change and problem management, including request fulfilment.

• Be able to work closely with your Team Manager to achieve various operational objectives

• Fulfil daily queue management targets and ensure incident resolution

• willingness to gain relevant qualifications and accreditations 

• Ask targeted questions and apply accurate troubleshooting.

• Contribute fully as an active team member and ensure personal and team objectives are achieved.

• Drive customer satisfaction and continuously seek to improve operational performance.

• Provide prompt and accurate feedback to clients.

• Requires a level of supervision.

Benefits

• Job Type: Permanent

• Role based out of our Century City offices (currently working remotely)

• 40 - 45 hours per week (Based on UK time zone)

• Retirement Fund & Medical Aid

• Death, Funeral and Disability cover

• 20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)

• Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)

• Continual professional development plans