| About the role As a Senior Systems Engineer - Security, you will deliver implementation of security solutions to our customers. You will work with project managers and other engineers to ensure the timely, on-budget deployment of solutions which attain a high customer satisfaction score. Key responsibilities: - Develops an understanding of customers’ environments and service delivery requirements to enable the delivery of the service.
- Identifies project delivery risks and mitigations for proposed solutions and approaches.
- Implements security related projects either on-premises, in a cloud platform or as a managed service.
- Troubleshoots and diagnose security related incidents, performing maintenance line with agreed SLA and implementation of a range of IT solutions, from moderately to complex in accordance with international best practices.
- Provides onsite and remote troubleshooting and diagnostic services to bring customer problems to resolution.
- Takes ownership for listening to and understanding customers’ problems. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
- Provides technical advice to colleagues and customers.
- Prepares and manages documentation of IT solutions and changes to existing IT solutions including writing technical and incident reports.
- Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
- Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis.
- Is a key team member, demonstrating personal leadership and initiative resolving issues.
- Takes initiative to drive own technical and professional development by pursuing applicable training and certification.
- Maintain current knowledge of industry available diagnostic systems, tools and equipment. Possesses a solid diagnostic approach that solves customer problems with little to no assistance.
- May be required to assist lower-level colleagues in completing objectives.
Key experience and qualifications - Bachelor’s Degree in Computer Science or Information Technology
- Minimum of 5 years’ experience in an IT Security position
- Strong networking background is a must achieving at least Cisco CCNP or equivalent.
- Industry standard certification at a professional level (e.g. Ethical Hacking (CEH), CompTIA Security +, ISC2 CCSP)
- Expert knowledge in a widely used vendor technology (e.g. Checkpoint CCSE, Fortinet NSE4, Juniper JNCIP-SEC)
Key attributes - Strong troubleshooting, reasoning and problem-solving skills
- Organizational skills and the ability to work autonomously with attention to processes
- Ability and willingness to think outside of the box to find creative and innovative solutions to reduce costs with a minimal impact on reliability
- Strong analytical skills with the ability to easily identify issues
- Ability to work independently with a high level of attention to detail and quality
- Excellent time management with strong planning and organization skills
- Excellent interpersonal and communication skills with peers, management and clients
- Expresses technical concepts precisely and professionally in both verbal and written reports with the effective use of various desktop productivity tools
- Ability to effectively collaborate in engaging with clients, colleagues, senior management, vendors and other various stakeholders
- Shows initiative and demonstrates commitment to self-development
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