SD-WAN 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 SDWAN Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The SDWAN Engineer (L1) focuses on first-line support for standard and low complexity incidents and service requests.

Key Roles and Responsibilities:

• Monitors client infrastructure and solutions
• Identify problems and errors prior to or when they occur
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigate first line incidents assigned and identify the root cause of incidents and problems
• Fulfill approved requests following agreed procedures
• Provide telephonic or email support to clients when required
• Execute approved maintenance activities including patching and configuration changes
• Follow the required handover procedures for shift changes to ensure service continuity
• Report and escalate incidents where necessary
• Ensure the efficient and comprehensive resolutions of incidents and requests
• Proactively identify opportunities for work optimization
• Update existing knowledge articles or create new ones
• Identify opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.

Knowledge, Skills, and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further

relevant information, and refraining from interrupting

• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client

experience throughout the total client journey

Academic Qualifications

• Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Advantageous certifications:

• Up to date and relevant ITIL certification (Foundation Level)
• Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
• Cisco Certified Network Associate - Wireless (CCNA-WL)
• Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
• Cisco Certified Network Associate - Security (CCNA-SEC)
• Check Point Certified Security Administrator (CCSA)
• Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
• VMware Certified Professional vSphere
• IP, WINS, DHCP, DNC, etc
• MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-

Assist

• MS-Active Directory
• MS-Windows Server
• MS-Windows XP Professional
• MS-Exchange Server
• MS-SQL Server
• MS-IIS Server
• Switches and Routers
• SonicWall Firewalls and SSL VPN Security Appliances
• Cisco Firewalls and Routers
• Cisco Certified Network Associate - Data Center (CCNA-DC)
• MCSA+VCP, RHCE, or equivalent
• Cisco Certified Network Associate - Video (CCNA-VID)

Any of the above certifications is a plus. The SDWAN Engineer (L1) is expected to gain certifications relevant to services supported.

#Dimensiondatacareers

What will make you a good fit for the role?

Additional certifications

• NSE 5, 6,7
• Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)
• Cisco Certified Network Professional - Wireless (CCNP-W)
• Cisco Certified Network Professional - Security
• Check Point Certified Security Expert (CCSE)
• Certified Partner SE - Security
• Cisco Certified Network Professional - Data Center (CCNP-DC)
• Blue Coat Certified Proxy SG Professional

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