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　　Job Description Summary

　　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

　　Job Description

　　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 identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Network 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

　　● Fulfil approved requests following agreed procedures

　　● Provide telephonic or chat 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 optimisation

　　● Update existing knowledge articles or create new ones

　　● Identify opportunities for work optimisation 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 pressurised 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 client 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)

　　#Dimensiondatacareers

　　What will make you a good fit for the role?

　　Up to date and relevant ITIL certification (Foundation Level)

　　CCNA Enterprise

　　CCNP Enterprise an advantage

　　Cisco Firewalls and Routers

　　IPT Telephony

　　Wireless Knowledge

　　NSE 1,2,3 or 4.

　　Fortinet

　　SDWAN experience advantageous.

　　Routing

　　LAN – WAN

　　Experience with Networking

　　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

　　Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?

　　Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.

　　We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

　　You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!