Role:
The purpose of the position is to deliver senior level technical support, network design and architectural expertise, network maintenance, incident and problem management for the company and its customers within agreed timelines and SLA. This position will also be responsible for network projects implementation.
Key Performance Areas:
- Projects Implementation 25%
- Installing, configuring and support of Cloud & Information Systems 20%
- Operating Environment Maintenance and Support 10%
- Problem and Incident Management 25%
- Customer Satisfaction 20%
Competency Requirements for Position
Knowledge:
- Thorough knowledge of networks and networking standards/governance in the telecommunications industry
- An understanding of cloud concepts
- Knowledge of Service Management Principles
- Office Tools like Excel, Visio, Power Point
Skills:
- Written and verbal communication skills
- Practical understanding of network solutions design, implementation and support skills
- Coaching and knowledge sharing skills
Behavioral:
- Customer Responsiveness
- Teamwork
- Results driven
- Problem solving skills
- Attention to detail
- Stress tolerance
- Resilience
- Initiative & Innovation
Minimum Qualification:
- Matric Qualification
- CCNP (Service Provider and Enterprise Core SP/EN-COR)
- AZ-900, AWS Fundamentals
- MCITP/MCSA/MCSE and AZ103/4 or AZ-305
Minimum Experience:
- 3-4 years’ experience in a Cisco environment
- 2-3 years’ experience in Active Directory, Microsoft Services such as DNS, DHCP, RDS. SQL and basic server functions
- 2-3 years SDWAN experience would be advantageous
Other Requirements:
- Willing to work weekend shifts.
- Willing to work flexible shifts and overtime.
Job Grade:
- C4
Key Stakeholder Relationships
Internal
- All Internal Departments
External
- Customers
- Service Providers
- Vendors
- Suppliers
Key Performance Areas & Indicators
Projects Implementation
- Ensure efficient implementation and completion of project work – 100% implementation accuracy as per SLA – Close agreed number of projects per month
- Minimise cost of FE hours by ensuring proper preparation by the company engineer – Minimum of 1 hour, maximum of 3 hours
- Hand over projects for monitoring and post implementation support – Positive feedback from Projects Managers
Installing, configuring and support of Cloud & Information Systems
- Receive tickets logged and respond to request from Customer – Respond within 1 hour to ticket
- Resolve the ticket efficiently and as quickly as possible – Positive Customer feedback
- Update FreshService daily
- Efficient resolution
Operating Environment Maintenance and Support
- Track and report on device end of life (EOL) – Schedule Accuracy of managed devices
- Monitor and report on device capacity and health – Accurate reporting regarding IOS, bugs, traffic shaping, device health, patch
- Adhere to administrative policies regarding the company devices – Optimum traffic processing, licenses and CPU
Incident and Problem Management
- Diagnose reported and escalated incidents, identify problems and root causes – Ensure compliance with ITIL/ISO standards
- Timely and accurate escalation acknowledgment, feedback and resolution of issues – Incidents to be resolved within contractual SLA times
- Minimum of 90% tickets closed daily
Customer Satisfaction
- Deal with Customers, either telephonically, Skype or via email, in a courteous, efficient, and prompt manner – Positive feedback from Customers – Emails attended to before end of shift – Phones answered within 3 rings
- All emails to be written in appropriate business language – Professional company image
- Ensure “active” listening at all times when dealing with Customers – Accurate, clear understanding of the issue – Provide accurate information
- Assist with redesign and new SIP and testing – Ensure services are delivered as per SLA