Networking and Systems Engineer - Tier 3
Job Location
Johannesburg, South Africa
Job Description
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 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) MCITP / MCSA / MCSE, Azure / Cloud Foundation Advantageous Minimum Experience: 3-4 years experience in a Cisco environment 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
Location: Johannesburg, ZA
Posted Date: 10/7/2024
Location: Johannesburg, ZA
Posted Date: 10/7/2024
Contact Information
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