Fortinet Security Engineer

5 months ago

Washington, United States Dimension Data Full time
Functieomschrijving

MS Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating and resolving of technical incidents and problems, the MS Engineer (L2) are able to restore service to clients. 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 Engineer (L2) focuses on second line support for incidents and requests with medium level of complexity.

This role will be focused network security which will include firewalls, web application firewalls, Proxies, IPS and NAC.

 Key Roles and Responsibilities:

 

Proactively monitors the work queues.

Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.

Update tickets with resolution tasks performed

Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution

Provide second level support to all incidents, requests and identify the root cause of incidents and problems

Communicate with other teams and clients for extending support

Execute changes with clear identification of risks and mitigation plans to be captured into the change record

Follow the shift hand over process highlighting any key tickets to be focused along with a handover of upcoming critical tasks to be carried out in the next shift

Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management

Work with automation teams for effort optimization and automating routine tasks

Coach Service Desk and L1 teams for technical and behavioural skills

Establish monitoring for client infrastructure


Identify problems and errors before they impact a client’s service


Lead and manages all initial client escalation for operational issues.


Contribute to the change management process by logging all change requests with complete details for standard and non- standard including patching and any other changes to Configuration Items


Ensures all changes are carried out with proper change approvals


Plan and execute approved maintenance activities


Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.

Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort

 

Knowledge, Skills and Attributes:

 

·Good understanding of network routing and switching

·Good understanding of security principles

·Ability to communicate and work across different cultures and social groups

·Ability to plans 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 pressurized 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

·Strong documentation and report writing

·Ability to use reporting to trend and provide insight to risks

·Ability to work collaboratively as one team across different business areas

·Solid understanding of networking and networks

·Good understanding and appreciation of technical design and business principles

·Demonstrates project management and administration ability

·Good project skills which are demonstrated in the execution of installations and other assignments

·Demonstrate customer engagement skills

·Demonstrate relevant domain specialist knowledge

·Good verbal communication skills

Requirements Academic Qualifications: 

l Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

l Fortinet NSE 4

l Security+

 Advantageous Certifications: 

l Palo Alto

l Checkpoint

l Cisco

l Cloud certifications (Azure, AWS)

 

Any of the above certifications is a plus. The MS – Services Engineer (L2) is expected to gain certifications relevant to services supported. Certifications carry additional weightage on     candidate’s qualification for the role.

 


Required Experience:

l Moderate years of relevant managed services experience

l Moderate level knowledge in ticketing tools preferably Service Now

Additional Data

Additional Job Description     Standard career level descriptor for job level: • Seasoned and experienced professional • Has full understanding of specialisation area • Resolves wide range of issues in creative ways • Fully qualified, career level, career journey-orientated • Uses good judgement in selecting tools and methods to solve problems • Networks with senior internal and external people in own area of expertise • Receives little instruction on day-to-day work, receives general instructions on new assignments • Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree; or a PhD or equivalent degree without experience; or equivalent work experience

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