We’re searching for a Infra Engineer, OneCare Support to be part of our diverse team of talent here at NCS!
Overview
As an Infra Engineer, OneCare Support, you will be responsible for the initial support and maintenance of OneCare’s client. This role provides 24x7 standby onsite and remote troubleshooting support, onsite HW replacement, security patches and firmware or software upgrade of Network and Security devices while ensuring SLA contractual obligation is meet.
What will you do?
Network and Security Maintenance
- Perform routine network maintenance and system upgrades, including service packs, patches, and hot fixes.
- Hardware replacement which requires prepping up the replacement device with same firmware/software and patches with faulty device. This also requires basic to intermediate configuration.
Troubleshooting and Support
- Identify and resolve network and security issues promptly.
- Provide technical support to end-users and escalate issues to higher-level engineers when necessary.
- Document network problems and resolutions for future reference.
- Basic and/or Intermediatory skill in switches, routers or f5
- Basic and/or Intermediatory skill in Firewalls eg Fortinet, Checkpoint and/or Palo Alto
Security Management
- Adherence to all clients Security and Cyber hygiene policies.
Respond to security audits and vulnerability assessments.
Incident Response
- Part of the 24x7 rotational standby to support all clients 24x7 ensuring meeting SLA.
- Respond to network and security incidents.
- Participate in incident response drills and post-incident reviews.
- Follow all processes, including timely escalation to senior engineers.
Documentation and Reporting
- Conduct and maintain accurate and up to date Preventive Maintenance report where contractually obligated.
- Daily regular accurate update of incident tickets.
- Collaborate with other engineers to ensure comprehensive documentation of network and security procedures/SOP.
The ideal candidate should possess:
- Diploma /Degree in Computer Science / Computer Engineering / Information Technology related field, or IT equivalent
- Min 3 years of Network and security experience and exposure
- Good knowledge network and firewalls
- Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
- Ability to develop and maintain respectful and trusting relationship
- Good customer management experience
- Proficient in written and spoken English
- Able to travel as required
