Network Engineer (L1)

Want to be a part of our team?

Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

Working at NTT

The Network Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. 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 Network Engineer focuses on second line support for incidents and requests with medium to high level of complexity an engages with both internal and external stakeholders.

Performance Objectives (PO)

• Good exposure in handling large enterprise network
• Experience in remotely management of incidents
• ITIL process knowledge
• Ability to review logs and provide updates
• Ability to implement Network changes
• Basic understanding of MPLS technology
• Basic understanding of telecom standards / protocols
• Closure of all assigned tickets on tool
• Closure of tickets within SLA
• Updating the Activity tracker against all the incident tickets on ITSM tool
• Sharing the Analysis report for all major incidents within 30 mins of closure
• Successful implementation of Change Requests
• Handling client escalation
• Timely escalation to the next level
• Log and attend to tickets using clients ticketing tool
• Monitor network via monitoring tool
• Troubleshoot network issues
• Experience in installing Cisco Routers, Switches and Access points
• Updating documentation
• Liaise and coordinate with 3rd party contractors / vendors

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

• Provide second level support to all incidents, requests and identify the root cause of incidents and problems

Qualifications, Knowledge And Experience

Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience) - 3+ Years

ITL v3 - 1+ Years

3- 5 years' work experience in a similar role - 3+ years

Experience working with third party vendors - 3+ years

Driver's license (essential)

Cisco Meraki - 1-2 years

Wi-Fi - 2+ years

Routing / switching - 2+ years

Ability to do cable patching

#DimensionData Careers

What will make you a good fit for the role?

Special Requirements

• 3+ Years work experience in a security environment
• 2-5+ years in a similar role within an ICT organisation provision managed services
• Must have worked in an IT support role and possess knowledge of network fundamentals, protocols, standards and technologies
• Experienced in writing technical documentation and experience in co-ordination with TAC

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category