Security Engineer (L2) - Any European Language

  • Full-time

Company Description

Dimension Data uses the power of technology to help organisations achieve great things. As a member of the NTT Group, we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With a turnover of USD 7.4 billion, offices in 49 countries, and over 30,000 employees, we deliver wherever our clients are, at every stage of their technology journey. We’re proud to be the Official Technology Partner of Amaury Sport Organisation, organiser of the Tour de France, and the title partner of the cycling team, Team Dimension Data for Qhubeka.

It’s a chance to become part of something superior.

The people we are looking for to join our brand new Global Delivery Centre are bold, different, and exceptional. We want people who take a different approach,with a driven attitude, an instinct to go beyond the ticket or challenge in front of them. You’ll be based in Prague – one of Europe’s most exciting, expanding capitals – working within a team of highly skilled resources. We are offering training and certification opportunities to ensure that we continue to deliver outstanding services across countries and clients.

Job Description

The role is responsible for providing a professional second-line technical support service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of medium complexity. 

Key Responsibilities:

  1. Monitor infrastructure remotely.
  2. Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
  3. Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
  4. Leverage knowledge articles to investigate and resolve second line support calls assigned
  5. Provide remote support to clients.
  6. Identify the root cause of incidents and problems. Prepare RCA for business critical incidents and downtime.
  7. Use post mortem template to update post mortem notes after ticket resolution.
  8. Follow the three-strike rule to monitor resolved tickets.
  9. Participate in daily performance huddles, identify causes of performance shortcomings and provide suggestions for improvement.
  10. Perform the role of operations specialist during shift to monitor SLA/ OLA and ensure all measures are taken to avoid breaches.
  11. Develop detail work instructions for L1 Engineers to follow and complete requests, process events and resolve incidents.
  12. Review the recurring or high impact incidents and manage them through problem management process.
  13. Submit change implementation plan with risk assessments and roll-back actions.

Qualifications

  • 2+ years experience required in network security administration or support
  • Experience supporting clients with any of the following technologies: Checkpoint, Juniper, RSA Security, Cisco, F5
  • Proficiency in English & any European language is required
  • Any certifications in the abovementioned technologies would be advantageous

Additional Information

Core business hours will run between 6am – 6pm, you will be required to work an 8 hour shift scheduled during these operating hours. The team will then share the responsibility of providing support to clients outside of these core hours on an ‘on call’, rostered basis and for which you will be compensated.

Benefits

  • Great working atmosphere in an international team
  • 5 weeks of vacation
  • 3 sick days per calendar year
  • Compensation of salary for temporary incapacity to work beyond the statutory wage compensation in the amount of the fixed basic salary for temporary absence to 21 days per year
  • Contribution to the pension insurance
  • Contribution for public transport
  • Over standard health care
  • Meal tickets
  • Refreshment (coffee, tea, water on work) for free
  • Notebook and mobile phone including data tariff per company standards
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