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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

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Description

The broader Security & Networks team spans across multiple work streams, your role will primarily fulfill part of our dynamic Managed Services and NOC services. You will assume the function of an Managed Services Engineer which requires a high level of compliance and service delivery to a wide range of clients who have outsourced their IT support to Content + Cloud. This includes the monitoring and management of client backups, routers and firewalls, servers, and device endpoints to ensure issues are handled proactively with minimal impact on the client. Resolving issues efficiently, identifying and correcting trends is a key part of the role.

Requirements

• Reporting to the Team Manager, the key deliverables of our Managed Services Engineers can be summarised as follows:

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

• Network Operations Centre - Monitoring of client infrastructure, both On-prem and Cloud based

• Backup Management – Veeam, DPM, ASR

• Firewall Management – Fortigate mostly

• Endpoint Management and Managed AV – Bitdefender, Symantec

• Patch Management – delivery of security patching across all server builds

• Professional and compliant ticket handling of escalated critical issues needing high level attention

• Management of risk and downtime during maintenance windows

• Proactive assessment of events to reduce incident trends

• Involvement and presence in core Virtual Teams 

• Daily proactive service checks around toolset, client, and ticket volumes

Location and environment

This role will be based in Century City, Cape Town; however, you will work amongst a team split across London, Cape Town, and Manchester offices. Our culture is non-hierarchical and one which stems from a hardworking but fun environment. We like to laugh, we like to do things together and among all the challenges of growing a fast-paced business, we endorse people being themselves, allowing them to focus on outcomes and substance rather than form.

Required skills and capabilities

• Solid previous experience in supporting or managing Microsoft networks and associated technologies 

• Experience with the following Technologies are most suited:

• Networking and Firewalls – Cisco, Dell, Fortinet

• Microsoft Servers 2008 – 2019

• Linux Servers – Administering and troubleshooting is beneficial

• Cloud platforms – O365, Azure, AWS, Mimecast (Azure being key requirement)

• RMM and Professional Monitoring toolsets

• Backup solutions – Backup Exec, VEEAM, Ahsay, DPM, ASR

• You should have excellent communication and interpersonal skills 

• Being able to plan well and be organised in your approach to work independently is vital

• Good understanding of ITIL framework and processes is paramount to working with other teams including Incident/Problem Management

Generic essential individual attributes:

• Excellent technical ability in one or more key virtual team areas

• Very good technical understanding of modern technology stackes

• Able to prioritise under pressure and work to deadlines

• Excellent Decision making, judgement, planning and organisation skills

• Flexible, calm and approachable, ‘can do’ attitude

• Solid customer relations skills to understand client/client representatives concerns and requirements

• Ability to work well within team, supporting other team members

• Willingness to gain relevant qualifications and accreditation's

• Must be able to laugh, have respect for other humans and a desire to learn\

Benefits

• Job Type: Permanent

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

• 40 - 45 hours per week

• 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