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 PositionKnowledge:Thorough knowledge of networks and networking standards/governance in the telecommunications industryKnowledge of Service Management PrinciplesOffice Tools like Excel, Visio, Power Point Skills:Written and verbal communication skillsPractical understanding of network solutions design, implementation and support skillsCoaching and knowledge sharing skills Behavioral:Customer ResponsivenessTeamworkResults drivenProblem solving skillsAttention to detailStress toleranceResilienceInitiative & Innovation Minimum Qualification:Matric QualificationCCNP (Service Provider and Enterprise Core SP/EN-COR)MCITP / MCSA / MCSE, Azure / Cloud Foundation Advantageous Minimum Experience: 3-4 years experience in a Cisco environment2-3 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 InternalAll Internal Departments ExternalCustomersService ProvidersVendorsSuppliers 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 monthMinimise cost of FE hours by ensuring proper preparation by the company engineer - Minimum of 1 hour, maximum of 3 hoursHand 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 ticketResolve the ticket efficiently and as quickly as possible - Positive Customer feedbackUpdate FreshService dailyEfficient resolution Operating Environment Maintenance and Support Track and report on device end of life (EOL) - Schedule Accuracy of managed devicesMonitor and report on device capacity and health - Accurate reporting regarding IOS, bugs, traffic shaping, device health, patchAdhere to administrative policies regarding the company devices - Optimum traffic processing, licenses and CPU Incident and Problem ManagementDiagnose reported and escalated incidents, identify problems and root causes - Ensure compliance with ITIL/ISO standardsTimely and accurate escalation acknowledgment, feedback and resolution of issues - Incidents to be resolved within contractual SLA timesMinimum 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 ringsAll emails to be written in appropriate business language - Professional company imageEnsure "active" listening at all times when dealing with Customers - Accurate, clear understanding of the issue - Provide accurate informationAssist with redesign and new SIP and testing - Ensure services are delivered as per SLA
