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The IT Network Engineer L2 is a mid-level position in the IT Network Engineering job family and is proactive in 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 IT Network Engineer L2 focuses on second line support for medium complexity incidents and maintains the Internal IT environmental and monitoring equipment.

Working at NTT

Monitor infrastructure

They ensure that assigned infrastructure at the internal client or business unit location is configured, installed, tested and operational.

In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to internal client or business unit requirements.

Identify problems and errors

The IT Network Engineer L2 identifies problems and errors prior to or when they occur. He or she will log such incidents in a timely manner with the required level of detail with all the necessary.

They liaise with all stakeholders including internal client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests

They investigate second line support calls assigned to them and identify the root cause of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members.

They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions.

Where necessary, they escalate requests and exceptions to the 3rd line support team.

They provide continuous feedback to internal client or business unit and affected parties and update all systems and / or portals as prescribed by Dimension Data procedures.

Incident management

When required they will take responsibility receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls.

They also provide telephonic support to internal client or business units where required.

They update incidents with progress and resolution details.

Shift management

IT Network Engineers L2 that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.

They complete and maintain any shift handover schedules.

Reports

IT Network Engineers L2 are also responsible for producing breach and other reports that are necessary for the correct operation of processes.

They identify failures and short-comings in the current processes and escalate with recommendations.

Behavioural skills

IT Network Engineers L2 are required to strictly comply with all processes and procedures as prescribed by Dimension Data and the internal client when relevant.

Their ability to communicate well and to capture all pertinent details when required will contribute to their success.

Required Work Experience :

At least 4 6 year’s work experience

At least 4 years’ experience in implementing, administering and troubleshooting network infrastructure devices, including : routers, switches, wireless access points, controllers, WAN optimizers and monitoring applications

What will make you a good fit for the role?

Standard career level descriptor for job level :

or a PhD or equivalent degree without experience; or equivalent work experience