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    Analyst - Dubai, United Arab Emirates - Chalhoub Group

    Chalhoub Group
    Chalhoub Group Dubai, United Arab Emirates

    6 days ago

    Chalhoub Group background
    Description

    Identifying and resolving technical incidents and Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to Their primary objective is to ensure zero missed service level agreement (SLA) The Security Engineer s responsible for managing tickets of low to high



    Requirements

    Ensure that assigned infrastructure at the client site is con gured, installed, tested, and operational

    Perform necessary checks, apply monitoring tools and respond to alerts

    Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail

    Assist in analysing, assigning, and escalating support calls

    Investigate third line support calls assigned and identify the root cause of incidents and problems

    Report and escalate issues to 3rd party vendors if necessary

    Provide onsite technical support to clients and provide eld engineering services to clients

    Conduct a monthly random review of incidents and service requests, analyse and recommend improvement in quality

    Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT

    Proactively identify opportunities for work optimization including opportunities for automation of work

    Ability to communicate and work across different cultures and social groups

    Ability to plan 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 con rm understanding, probing for further relevant information, and refraining from interrupting

    Ability to adapt to changing circumstances

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

    Advantageous Working Knowledge

    Enterprise-scale LAN systems (STP, VTP, Port-channel, Trunking, VLANs, VACL s, Stacking)

    Understanding Protocols such as (HTTP/S, DHCP, DNS, SMTP, SNMP, NTP, SSH, FTP, and other webbased protocols)

    Networking technologies, principles, and protocols based on OSI model, TCP/IP, UDP, IP addressing and MAC addresses,

    Basic Understanding of Routing Protocols such as (EIGRP & OSPF)

    Knowledge of Enterprise Wi-Fi technologies

    Knowledge of Cisco Identity Services Engine (ISE) & TACACS

    Knowledge of Enterprise Monitoring (Spectrum, Cisco Prime)

    Knowledge of incident management systems

    Moderate years of relevant managed services experience

    Moderate level knowledge in ticketing tools preferably Service Now

    Academic Quali cations

    Advanced diploma, degree, or relevant quali cation in IT/Computing (or demonstrated equivalent work experience)

    CCNA and CCNP enterprise quali cation required

    Fortinet NSE4

    Required Experience:

    Demonstrated work experience

    Demonstrated experience required in Engineering function within a medium to large ICT organization

    Demonstrated experience of Managed Services

    Demonstrated working knowledge of ITIL processes

    Demonstrated experience working with vendors and/or 3rd parties



    Ensure that assigned infrastructure at the client site is con gured, installed, tested, and operational Perform necessary checks, apply monitoring tools and respond to alerts Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail Assist in analysing, assigning, and escalating support calls Investigate third line support calls assigned and identify the root cause of incidents and problems Report and escalate issues to 3rd party vendors if necessary Provide onsite technical support to clients and provide eld engineering services to clients Conduct a monthly random review of incidents and service requests, analyse and recommend improvement in quality Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT Proactively identify opportunities for work optimization including opportunities for automation of work Ability to communicate and work across different cultures and social groups Ability to plan 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 con rm understanding, probing for further relevant information, and refraining from interrupting Ability to adapt to changing circumstances Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey Advantageous Working Knowledge Enterprise-scale LAN systems (STP, VTP, Port-channel, Trunking, VLANs, VACL s, Stacking) Understanding Protocols such as (HTTP/S, DHCP, DNS, SMTP, SNMP, NTP, SSH, FTP, and other webbased protocols) Networking technologies, principles, and protocols based on OSI model, TCP/IP, UDP, IP addressing and MAC addresses, Basic Understanding of Routing Protocols such as (EIGRP & OSPF) Knowledge of Enterprise Wi-Fi technologies Knowledge of Cisco Identity Services Engine (ISE) & TACACS Knowledge of Enterprise Monitoring (Spectrum, Cisco Prime) Knowledge of incident management systems Moderate years of relevant managed services experience Moderate level knowledge in ticketing tools preferably Service Now Academic Quali cations Advanced diploma, degree, or relevant quali cation in IT/Computing (or demonstrated equivalent work experience) CCNA and CCNP enterprise quali cation required Fortinet NSE4 Required Experience: Demonstrated work experience Demonstrated experience required in Engineering function within a medium to large ICT organization Demonstrated experience of Managed Services Demonstrated working knowledge of ITIL processes Demonstrated experience working with vendors and/or 3rd parties
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