Main Duties and Key Accountabilities

• Accept, manage and update service requests to ensure contracted Service Level Agreements are met. 
• Provide remote technical support within Managed Services’ ITIL aligned service delivery processes including Incident Management, Problem Management, Configuration Management, Change Management and Release Management
• Manage, own and co-ordinate the technical resolution of incidents either remotely or onsite utilising Field Engineering resources
• Plan, coordinate and implement complex network changes within customer specified change windows, adhering to a predefined ITIL change management framework. This will include liaising with the customer, third party suppliers, vendors and partners to ensure minimal disruption to the customer’s day-to-day business operations, and the provision of a seamless, coordinated delivery of services.
• Where necessary, liaise and work with Professional Services Engineers and Solutions Architects around client projects and deployments 
• Where appropriate, use lab equipment and resources to attempt to recreate client incidents and undertake fault simulation activities. 
• Maintain detailed knowledge of the clients’ environment(s), where applicable, by maintaining and updating relevant documentation such as Network Diagrams, Configuration Databases along with process and procedural documentation. 
• Provide proactive, constant and clear communication on the status of incident / problem resolution between the client, Dimension Data, and any other third party supplier and vendors.
• Escalate issues affecting delivery of service to management
• Understand and manage the requirements of being part of a 24x7 on-call operation, including but not limited to, shift hand-over, operational advice, guidance, support and escalation
• Mentor the team members and guide them to grow in their roles and provide technical escalation support.
• Understand the scope, delivery mechanisms and processes of all relevant Services delivered by Managed Services 
• Execution of the Managed Services business plan and strategies relating to Engineering
• Facilitate effective and appropriate communication to all stake holders to meet SLAs and expectations
• Participate in the timely execution our Business Continuity Plan
• Participate in Service Improvement Plans
• Proactively invest time in self education and provided training to ensure a comprehensive and current understanding of our tools, processes and the people that support our customers and our business.
• Proactively support career development plans and KPIs

Requirements: Education, Training and Experience

Mandatory

• Checkpoint CCSA & CCSE Certification
• Cisco CCNA/CCNA Security Certifications working towards CCNP Security 
• At least 5 - 6 years of experience in a technical support environment working with Cisco, Checkpoint and Blue Coat products
• Knowledge of Firewall , IPS , QOS, AV, Proxy, VPN technologies, Anti-malware products and routing and switching protocols

Desirable

• Bluecoat certifications: BCCPA/BCCPP
• Bluecoat experience: Proxy AV/SG, Reporter and BCAAA
• Reporting: Algosec, RSA enVision, McAfee MVM
• Loadbalancers: F5
• Identity management: RSA SecurID, Cisco ACS
• Firewalls: Juniper JNCIA-FWV
• Certified or study towards Cisco CCIE Security and or CISSP
• Other Cisco Specialisations, etc (CCNP, CCVP, CCIP, etc)
• Prior experience and/or training with regard to the ITIL Services Framework
• Understanding of Cisco Unified Communications applications (Call Manager, Unity, IPCC Express)
• Understanding of Voice over IP technologies and protocols (H.323, MGCP, SIP, SCCP, etc.)
• Understanding of and experience in Cisco Application Networking technologies (WAAS, ACE) 
• In-depth understanding and use of Dimension Data GSOA systems and tools (on-the-job training provided)
• Business, Customer Service, etc
• Prior experience and/or training with regard to the ITIL Services Framework
• Experience in managing large customers with multiple sites

All your information will be kept confidential according to EEO guidelines.