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 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
