The role 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 to restore service to clients by managing incidents to resolution. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreements (SLA). The Security Engineer (L2) focuses on second-line support for incidents and requests with a medium-to-high level of complexity.
Qualifications:
- Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- Fortinet NSE4
- Fortinet NSE5
- Scalar ZCCA-IA
- Cisco CCNA
Work Experience:
- 3-6 years of relevant managed services experience
- Must possess essential and operational knowledge in ticketing tools preferably Service Now.
- Strong client service orientation and passion for achieving or exceeding expectations
- Excellent written and verbal communication skills
Requirements
- Strong technical skills.
- Strong analytical skills.
- Driver’s license.
- Solid troubleshooting skills.
Comprehension of Technologies
- Networks
- Routing (MPLS/BGP/OSPF)
- Any of the above certifications will be favorable. The MS –Security Engineer (L2) is expected to gain certifications relevant to services supported. Certifications carry additional weightage on the candidate’s qualification for the role.
Responsibilities:
Monitor Operational Infrastructure.
- The Security Engineer (L2) takes the lead in establishing monitoring for client infrastructure. They leverage standard tools and processes to respond and resolve incidents and requests in a timeously manner meeting agreed SLA.
Identify Problems and Errors.
- The Security Engineer (L2) proactively identifies problems and errors before they impact a client’s service. They log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders, including the client’s IT team, vendors, carriers, and necessary the company functions to expedite diagnosis of errors and problems and to identify a resolution or provide a recommendation.
Desired Skills:
- Security Engineer
- Fortinet
- CCNA
- Routing
- Routing (MPLS/BGP/OSPF)
- Nteworks