Functieomschrijving You will be responsible for the second level network support related matters for our client's networks and will also assist with security related incidents should this be required.
While the role is defined as support there is a strong intent to be proactive in this role to address potential issues before they affect our clients.
This requires regular reviews of reports and trends to see how we can enhance the service for our clients.
Key Roles and Responsibilities: ·Fault isolation, troubleshooting, and resolution support for critical customer network issues ·Expertly troubleshoot IP and Network Security issues including routing, performance, connectivity, access, network address translation, access control lists/firewall rules, and network management protocols (DHCP, DNS, etc.)
·Follow-through on all Incident tickets assigned and their resolution ·Effectively work with cross-functional teams or vendors to resolve major customer issues ·Participate in root cause analysis on incidents, helping to drive identification of preventative actions meant to ensure problems don't recur, and delivering on the tasks within those actions ·Continually review, test, debug, and enhance existing/new capabilities and features ·Provide rotational after hours escalation services ·Maintain and administer WAN solutions and related environments including software, hardware, and tools ·Interface with customers to understand Change of Service requests ·Escalate issues in a timely fashion.
Provide all relevant information, accurately entering information into trouble ticket database ·Manage customer communications and expectations until the closure of each case ·Collaborate with cross-organizational teams to promote efficient business processes Knowledge, Skills and Attributes: ·Ability to communicate and work across different cultures and social groups ·Ability to plan activities and projects well in advance, and takes into account possible changing circumstances ·Ability to maintain a positive outlook at work ·Ability to work well in a pressurised environment ·Ability to work hard and put in longer hours when it is necessary ·Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting · Ability to adapt to changing circumstances ·Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey Requirements Academic Qualifications and Certifications: ·A qualification (certificate/degree/diploma) in Information Technology or Computer Science or related field ·Pertinent Technology specific certifications – Cisco CCNA Required Experience: ·Work experience in a technical implementation engineering or similar role – 4-5 years working with Cisco, Fortinet or PaloAlto technology ·Intermediate understanding of SD-WAN ·Basic understanding of hyperscalers ·Basic IPT skills
