Operations Engineer – Tier 2 | IT Recruitment

Position Purpose:

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

 

Key stakeholder Relationship:

Internal

  • All Internal departments

 

External

  • Customers, Service Providers

 

Minimum Qualifications:

  • CCNA qualification
  • ITIL Foundation

 

Minimum Experience:

  • 2 years’ experience in a Cisco environment

 

Other Requirements:

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

 

Competencies

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

Behavioral

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

 

Role / Responsibilities:

CANCELLATIONS & MONITORING

Tasks

  • Ensure efficient processing of cancellation requests
  • Monitoring changes on Zabbix processed as needed

TROUBLESHOOTING & LOCAL LOOP CONFIGURATIONS

Tasks

  • Diagnose the problem, escalate the issue to tier 3/4/5 as quickly as possible with issues found
  • Ensure all necessary local loop configurations are completed

CUSTOMER COMMUNICATION

Tasks

  • 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

SITE VISITS AND ROUTER CONFIGURATIONS

Tasks

  • Visit sites as needed to do router installs, fault finding and various requested client site tasks
  • Configure routers for new turnups and existing replacements

TEAMWORK

Tasks

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