Managed Services Telco Engineer L2

6 months ago

Port Elizabeth, South Africa Dimension Data Full time
Functieomschrijving

Are you looking for a role that allows you to progress your career? Do you want to work in an environment where people love what they do, and are interested in making sure their jobs are done with care and precision? We are looking for a MS Telco Engineer L2.

As a MS Telco Engineer L2, you will be responsible for providing a managed service to clients to ensure that their IT infrastructure remain operational. Through the proactive monitoring, identifying, investigating and resolving of technical incidents and problems. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreements (SLAs).

Requirements

  • First pass fault analysis
  • Identifies problems and errors prior to when they occur.
  • Logs incidents in a timely manner with the required level of detail.
  • Liaise with all stakeholders to expedite diagnosis of all errors and problems and to identify a solution.
  • Investigate first line support calls assigned to them and identify the root cause of the incidents.
  • Efficient and comprehensive resoultion of 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.
  • Co-ordinate with vendors to restore faults as quickly as possible.
  • Update Account and Service Manager information.
  • Update and inform clients on thte status of their faults.
  • Setting up conference calls between vendors and engineers
  • Assisting Netops / Service managers with special investigations.
  • Router replacements.

Qualifications

  • Telco experience (None Negotiable)
  • CCNA
  • 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
Requirements -

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