Senior Network Engineer (L3)

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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 Senior Network Engineer is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions.

The Senior Engineer is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgement and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Key Roles and Responsibilities:

1. Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
2. Perform necessary checks, apply monitoring tools, and respond to alerts
3. Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
4. Investigate third line support calls assigned and identify the root cause of incidents and problems
5. Report and escalate issues to 3rd party vendors if necessary
6. Provide onsite technical support to clients and provide field engineering services to clients
7. Conduct monthly review of incidents and service requests, analyze, and recommend improvement in quality
8. Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
9. Proactively identify opportunities for work optimization including opportunities for automation of work
10. Troubleshooting and resolution of complex network issues including Fault management
11. Consult and advise customers regarding network related requirements
12. Design networking and related technology solutions to meet customer requirements
13. Prep, configure and install network and related/integrated solutions
14. Documentation and reporting where required – As Built, Design, standard builds, Fault description, Resolution and Root Cause Analysis, Surveys and Assessments, Reports as needed
15. Mentoring of colleagues and peers both in the Networking arena and others
16. Standby and after-hours escalation point for support issues
17. Focus on service availability and IPSLA requirements

Knowledge, Skills and Attributes:

1. Ability to communicate and work across different cultures and social groups
2. Ability to plan activities and projects well in advance, and considers possible changing circumstances
3. Ability to maintain a positive outlook at work
4. Ability to work well in a pressurized environment
5. Ability to work hard and put in longer hours when it is necessary
6. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
7. Ability to adapt to changing circumstances
8. Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
9. Understanding of TCP/IP and networking protocols
10. OSPF, EIGRP, QoS and Multicast configuration and troubleshooting understanding BGP
11. Layer 2 networking, including STP, VLANs and port channel/Ether channel technology
12. Layer 3 networking, including dynamic routing protocols and HSRP/VRRP/GLBP/SVI
13. CCNP with solid SD WAN experience
14. Cisco SD-WAN Viptela knowledge with OMP routing protocols
15. Experience with various tools such as Protocol Analyzer, IPAM, RADIUS
16. VxLAN knowledge would be an advantage
17. Network Packet captures and analysis (Wireshark)
18. Development/Automation/Scripting knowledge (Python)
19. Be a finisher and get the job done
20. Manage his/her own workload

What will make you a good fit for the role?