Your day at NTT DATA
The SDWAN 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 SDWAN Engineer is responsible for managing tickets of low to high complexity.
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 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 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 CCNA and NSE4 and working towards NSE5 and NSE6, advantageous to have CCNA/CCNP SDWAN Enterprise
Should have Firewall experience (Fortinet)
At least 4 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