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The SDWAN Engineer (L2) 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 restoring service to clients. The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity.

This role may also contribute to / support on project work as and when required.

Working at NTT

Key Roles and Responsibilities:

• The support of SDWAN solutions such as Fortinet
• The support of FORTI-SDWAN solutions such on a central forti-manager
• The engineer will be responsible making sure that all client support cases are met, responded, and resolved in a timely manner without breaching the SLA.
• Customer focused – will be required to follow up with clients, have joint troubleshooting sessions with the client to help achieve speedy resolutions.
• Must have knowledge of configuring all Fortinet value added services IPsec tunnel, fsso, web filter rules, forti-analyser reports
• Should have basic knowledge of cisco networking technologies such as BGP, EIGRP, OSPF, HSRP etc.

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

Qualifications / Certifications, Skills and Experience

• An appropriate tertiary qualification in computer science or Information technology with a B.Sc Eng / B.Sc / B.Comm preferred
• Should have a valid /NSE4&5 and working towards NSE6 and NSE7, advantageous to have CCNA/CCNP SDWAN Enterprise
• Should have Firewall experience (Fortinet)
• At least 4-6 Years experience in an networking environment
• A theoretical and practical understanding and knowledge of networking topologies and TCP/IP is required
• The candidate should have working knowledge of computer hardware, operating systems, computer network architecture, routing protocols, specifically TCP/IP
• The candidate must be a self-starter who is prepared to work in a dynamic team environment where the latest technologies are deployed
• Must be pro-active
• Accurate and diligent
• The candidate must be passionate about customer service and strive to deliver an excellent level of service
• Good communication and writing skills
• work well in a small team environment
• Friendly disposition, energetic/ enthusiastic and willing to grow within an organisation

Skills Summary

• Incident Resolution, Information Technology Infrastructure Library (ITIL), Infrastructure Deployment, IT Infrastructure Management, IT Monitoring, Managed Services Delivery, Root Cause Analysis (RCA), Troubleshooting