Operations Engineer – Tier 4 | IT Recruitment

Position Purpose:

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

 

Key stakeholder Relationship:

Internal

  • All Internal Departments

 

External

  • Customers, Service providers, Suppliers, Vendors

 

Experience & Qualifications:

Minimum Qualifications

  • CISCO SPCOR – Implementing and Operating Cisco Service Provider Network Core Technologies OR CCNP Service Provider (Mandatory)
  • CCIE Service Provider OR Routing and Switching (Advantageous)
  • ITIL Foundation (Advantageous)
  • Linux qualification (Advantageous)
  • Python Scripting (|Advantageous)

Minimum Experience

  • 5 years’ experience in a Cisco environment in Telecommunications.
  • 2+ years Linux experience (Virtual server environments included)
  • 2-3 years’ open-source network tools installation & implementation
  • 3-4 years network to network interface setup – MP BGP, tagged interfaces, QinQ

Other Requirements

  • Must be willing to work weekend 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
  • Coaching and knowledge sharing skills

 

Behavioral

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

 

Role / Responsibilities:

TURNUPS AND TURNDOWNS

Tasks

  • Ensure efficient processing of turnups and turndowns

 

ROOT CAUSE ANALYSIS

Tasks

  • 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 and Tier 3 Engineers within customer SLA

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
  • Assist Sales in technical meetings either during site visits or on conference calls

INCIDENT HANDLING

Tasks

  • 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

TECHNICAL CONSULTATION

Tasks

  • Work with clients & providers to implement network to network interfaces across layer 2 & 3
  • Research software tools to improve network
  • Work with Sales and commercial teams on solutions, viability and challenges for new and existing links
  • Assist tier 2 and 3 colleagues with complex issues and challenges
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