Cisco Operations Engineer – Tier 3

  • Full Time
  • Sandton

Please don’t apply if you are not willing to complete an assessment before the interview round.

 

JOB PURPOSE:

Responsible for ensuring stability of the network and optimal Customer satisfaction.

 

 

MINIMUM QUALIFICATIONS REQUIRED:

 

Formal Education

  • Minimum of a CCNP/ CCIP  qualification

 

Experience

 

  • 3 years’ experience in a Cisco environment

 

Other

 

  • Must be willing to work weekends shifts on a monthly basis
  • Must be willing to work flexible shifts and overtime

 

COMPETENCIES REQUIRED

 

Knowledge

  • Thorough knowledge of networks in the telecommunications industry
  • Knowledge of customer service principles

 

Skills

  • Written and verbal communication skills
  • Practical understanding of network design
  • Coaching and knowledge sharing skills

 

Behavioural

 

  • Customer Responsiveness
  • Teamwork
  • Results driven
  • Problem solving skills
  • Attention to detail
  • Stress tolerance
  • Resilience
  • Iniatitive

 

 

KEY PERFORMANCE AREAS

 

2.1.                   Turnups and Turndowns

 

Ensure efficient processing of turnups and turndowns

 

 

2.2.       Root Cause Analysis

 

Diagnose the problem, identify the root cause and resolve the issue as quickly as possible. Ensure all solutions are documented. Resolve incidents escalated by Tier 2 Engineers

 

 

 

2.3.       Customer Communication

 

Deal with Customers, either telephonically, Skype or via email, in a courteous, efficient and prompt manner. All emails to be written in appropriate business language. Ensure “active” listening at all times when dealing with Customers. Assist Sales in technical meetings either during site visits or on conference calls

 

 

2.4.       Incident Handling

 

Adhere to Standard Operating Procedures. Follow up on all assigned tickets and ensure Customers are updated hourly. Escalate outstanding incidents to suppliers or senior engineers for resolution. Adhere to daily standards regarding the closing of tickets

 

 

2.5        Teamwork

 

Work with colleagues to achieve overall team goals. Highlight problems and work with team to find solutions. Take personal ownership of problems

 

 

Upload your CV/resume or any other relevant file. Max. file size: 20 MB.