| Date | 2024-10-15 |
|---|---|
| Job Title | Networking And Systems Engineer – Tier 3 |
| Employer | Recruit-It More Information |
| Salary | 1000 |
| Category | Trade Artisans Technical |
| Location |
Gauteng / Gauteng |
Job Summary
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
Networking And Systems Engineer – Tier 3 position available in Gauteng, Gauteng. This job position was posted by Recruit-It. The job has been posted as a char8000 ad on 2024-10-15 at 01:03:00 in the Trade Artisans Technical category
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