Key Roles and Responsibilities:
Performs basic problem determination and log the cases with Dimension Data Help Desk as the first point of contact.
Collects relevant technical information.
Attempt to resolve network and security related problem by following the guidance provided.
Filter non-technical problems from technical problems with the help of Dimension Data
Resolve known problems through product documentation or other local resources.
Report unknown or technical problems on ticketing system at customer portal
Resolve network related problems.
Troubleshooting of reported problems that are within the scope around the Network and Security Infrastructure.
Resolving configuration problems.
Resolution of software problems (OEM back-to-back required for escalation)
Determination of product specification defects
Generating workarounds for hardware and software bugs where applicable
Knowledge, Skills, and Attributes:
Strong understanding of network infrastructure and network hardware
Ability to think through problems and visualize solutions
Ability to implement, administer, and troubleshoot network infrastructure devices, including wireless access points, firewalls, routers, switches, controllers
Knowledge of application and network infrastructure protocols
Ability to create accurate network diagrams and documentation for design and planning network communication systems
Good analytical and problem-solving skills
Academic Qualifications and Certifications:
Bachelor’s degree in information technology or related field of study with a network engineering focus.
Relevant certifications, e.g. Cisco, Fortinet, equivalent CCNP (Cisco), ITIL
Experience in supporting critical network and security infrastructure which includes cisco Catalyst and Nexus Switches, Cisco and Fortinet firewalls.
Experience in configuration and troubleshooting routing protocols such as OSPF, BGP, Eigrp and IS-IS
Apply via :
careers.services.global.ntt
