Market related CTC -
Our client based in the Southern Suburbs of Cape Town is looking for a Managed Services - Security Engineer with the following skills, competencies and experience;
Role Purpose :
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 agreement (SLA).
The MS - Services Engineer (L2) focuses on second line support for incidents and requests with medium to high level of complexity.
Internal : engage with internal Service desk and L1 services engineering team for any support related issues, provide assistance, instructions and general direction to L1 engineers and manage escalation of incidents to L3 teams or 3rd party vendors aligning to agreed SOPs for all such engagements.
Provide updates to cross functional services or client advocacy on incidents / tickets that require their attention
External : proactively act as first-line technical support for clients (including the analysis, assignment and escalation thereof).
Diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
13-15 years of education
5-8 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
Experience and Qualifications :
AWS Certified Security - Specialty
Required Skill Set : Cisco Security
Cisco Identity Services Engine
Ad Visible Until : 25 October 2019 Ref : PE007901 / Niv
Vacancy Type : Permanent