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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
Generic duties and responsibilities
Work within a multi-disciplined environment
Delivery of quality proactive managed services across the Content + Cloud client base
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.
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
Note: Never pay for any training, certificate, assessment, or testing to the recruiter.
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