Cisco Certified Network Associate

2 weeks ago

Cape Town, South Africa Dimension Data Full time

The Cisco Certified Associate is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients bymanaging incidents to resolution. Their primary objectiveis to ensure zero missedservice level agreement conditions. TheCisco Certified Associate focuses on first line support for standard and low complexity incidents and servicerequests.

**Key Roles and Responsibility**:

- Monitors clientinfrastructure and solutions
- Identify problemsand errors prior to or when they occur
- Routinely identifycommon incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigate firstline incidents assignedand identify the root causeof incidents and problems
- Fulfil approved requests following agreed procedures
- Provide telephonic or chat supportto clients when required
- Execute approvedmaintenance activities includingpatching and configuration changes
- Follow the required handoverprocedures for shiftchanges to ensureservice continuity
- Report and escalate incidents where necessary
- Ensure the efficient and comprehensive resolutions of incidents and requests
- Proactively identifyopportunities for work optimisation
- Update existing knowledge articlesor create new ones
- Identify opportunities for work optimisation including opportunities for automation of work, requestfulfilment, incident resolution and other generalprocess improvement opportunities.

**Knowledge, Skills and Attributes**:

- Ability to communicate and work acrossdifferent cultures and social groups
- Ability to plans activities and projects well in advance,and takes into account possiblechanging circumstances
- Ability to maintain a positive outlookat work
- Ability to work well in a pressurised environment
- Ability to work hard and put in longerhours when it is necessary
- Ability to applyactive listening techniques such as paraphrasing the message to confirm understanding, probing for furtherrelevant 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 clientexperience throughout the total clientjourney

**Academic Qualifications**:

- Diploma, degree or relevantqualification in IT/Computing (or demonstrated equivalent work experience)

**Advantageous certifications**:

- Up to date and relevant ITIL certification (Foundation Level)
- CCNA Enterprise
- CCNP Enterprise and advantage
- Riverbed CertifiedSolutions Associate - WAN Optimization (RCSA-W)
- Check Point Certified SecurityAdministrator NG with Application Intelligence (CCSA-NG AI)
- VMware Certified Professional vSphere
- Cisco Firewalls and Routers

**Required Experience**:

- Entry level experience or completion of relevant intern program
- Entry level experience with troubleshooting and providing supportrequired in network/data centre/ systems/storage administration and monitoring Serviceswithin a mediumto large ICT organisation.
- Working knowledgeof management agent,redundancy concepts, and products withinthe supported technical domain (i.e.

Network, Data Center, Telephony, Exchange, Storage, Cloud,Backup etc)

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