Networking and Systems Engineer

2 months ago


Johannesburg, South Africa Recru-it Full time
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


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