Security Systems Engineer – L3

Dimension Data

NTT DATA is an IT services provider on track to Global Top 5. We innovate by leading clients & society to a digital future with foresight.

Job Description

The primary responsibility of the Security Systems Engineer (L3) is to provide technical support to NTT clients. This includes remotely supporting clients within service level agreements (SLAs), installing and configuring software and hardware, resolving incidents, performing root cause analysis and adhering to any related processes such as change management. This role is involved in more complex environments for installation, configuration and fault management.

Key Roles and Responsibilities:

  • Interact with clients on-site to meet complex requirements of a solution.
  • Escalate unresolved problems and issues to the relevant third parties.
  • Respond to escalated client requests and support client applications to a first-line resolution.
  • Escalate complex problems to the relevant third parties.
  • Write reports and proposals and complete and maintain project documentation.
  • Assist with the documentation of standard operating procedures relating to installations and fixes.
  • Act as coach and mentor to more junior Implementation Engineers and Technicians.
  • Assume responsibility for the coordination of the activities of the Engineers, in line with performance targets.
  • May be required to serve periodically on the customer service desk, providing third-line telephonic, remote and on-site support and problem management.
  • Included in higher complexity design work, with input to the design expected.
  • Expected to take ownership of relevant technologies according to domain or specialization.

Knowledge, Skills and Attributes:

  • 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
  • Client-focused and displays a proactive approach to solving problems
  • Ability to work under pressure
  • Ability to coach, mentor and provide guidance to team members
  • Good understanding of project management principles

Academic Qualifications and Certifications:

  • Computer Science / Information Technology Degree or equivalent together with specialised training in new technologies and legacy systems or equivalent
  • Project management certification

Required Experience:

  • Seasoned work experience in a technical implementation engineering or similar role
  • Seasoned experience engaging with clients and conducting presentations
  • Seasoned project administration and documentation experience
  • Seasoned report writing experience
  • Seasoned project management experience

Skills Summary

Configuration Management (CM), Installation Management, Problem Resolution, Report Writing, Root Cause Analysis (RCA), Technical Solution Design, Technology Services, Troubleshooting

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