Desktop Support Engineer - #366329

Dimension Data

Date: 1 week ago
City: Johannesburg, Gauteng
Contract type: Part time
Want to be a part of our team?

The Client Service Desk Analyst is responsible for monitoring client network infrastructures, receiving, assigning, and coordinating the successful resolution of requests (incidents, service requests, and events) logged by clients on the relevant monitoring system. This role plays an important role in ensuring that a quality professional level of service is maintained and that clients are satisfied. This role requires judgment in resolving issues in specific situations or in making recommendations to resolve varied but similar problems.

Working at NTT

Key Roles and Responsibilities:

  • Experience performing daily system monitoring and health checks for various products (i.e., network, security, etc.)
  • Triaging alerts and reporting of incidents
  • Analyzing real traffic and associated artifacts: malicious, normal, and application traffic and demonstrate the ability to differentiate malicious traffic from false positives
  • Correlate data points and determine if an event or incident (i.e., security or network) has occurred
  • Experience with up-to-date security best practices and hardening as it relates to protecting enterprise environments from the latest threat landscape
  • Understanding of how DNS works for both legitimate and malicious purposes
  • Understanding network protocols and traffic flow in an enterprise environment
  • Ability to communicate clearly (both verbal and written)
  • Required to work, day and night shifts.

Academic Qualifications and Certifications:

  • High School Qualification
  • 2-3 years' experience in IT-related position
  • A+ N+ Qualifications

Required Experience:

  • Demonstrated experience in a support desk role within an ICT service provider or contact centre environment
  • Demonstrated client service experience
  • Demonstrated working experience in an IT helpdesk, support desk environment
  • Demonstrated experience working with help desk/ticketing software

Skills Summary

Customer Service, First Call Resolution, Help Desk Support, Information Technology Infrastructure Library (ITIL), Interpersonal Communication, Ticketing Tool, Troubleshooting

Workplace type:

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
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