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Managed Services Telecommunications Engineer
1 month ago
About the Role
We are seeking a highly skilled Managed Services Telco Engineer L2 to join our team at vonq-organic. As a key member of our IT infrastructure team, you will be responsible for providing a managed service to clients to ensure that their IT infrastructure remains operational.
Key Responsibilities
- Proactively monitor and identify technical incidents and problems, and take prompt action to resolve them.
- Review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreements (SLAs).
- Liaise with stakeholders to expedite diagnosis of errors and problems, and identify a solution.
- Investigate first line support calls and identify the root cause of incidents.
- Efficiently resolve incidents and requests, including ensuring that repairs are carried out by coordinating product requests and liaising with other team members.
- Report and escalate issues to third party vendors if necessary.
- Provide continuous feedback to clients and affected parties, and update all systems and/or portals as prescribed by procedure.
- Coordinate with vendors to restore faults as quickly as possible.
- Update Account and Service Manager information.
- Update and inform clients on the status of their faults.
- Set up conference calls between vendors and engineers.
- Assist Netops/Service managers with special investigations.
- Perform router replacements.
Requirements
- Telco experience (none negotiable).
- CCNA certification.
- Vendor management experience.
- Cisco Certified Network Associate - Routing and Switching (CCNA - R/S).
- Cisco Certified Network Associate - Wireless (CCNA - WL).
- Cisco Certified Network Associate - Data Centre (CCNA - DC).
- Cisco Certified Network Associate - Voice (CCNA - V).
- Relevant ITIL certification.
What We Offer
At vonq-organic, we offer a dynamic and supportive work environment, with opportunities for career growth and development. If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity.
