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Operations Support Engineer - Networks

Free State Market Related
Sector: IT / Computers / Software
Posted: Tuesday, 29 March 2022





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Job Details

An IT solutions company are looking for an Operations Support Engineer to focus on the smooth running of our customers environment ensuring LAN and WAN availability is maintained at the highest level. This is achieved by performing routine maintenance and implementing best practices on routers, switches access points, wireless LAN controllers and firewalls.  As an engineer you will be responsible for working on complex Incidents, problems and changes always adhering to ITIL principles. The Operations team operative 24/7 - 365 days a year on a rotational 12-hour shift schedule.

DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO:

  • Event management - monitoring alarms from LogicMonitor and other tools such as Managed Engine Operations Manager, opening incidents in the ticketing system and notifying customers of an event within defined SLAs.
  • Contact third party suppliers to log support calls, obtain updates on open support calls or request technical advice.
  • Liaise with logistics team to ensure spares are delivered to a customer site where required.
  • Liaise with the Maintenance team to ensure required parts are sourced and shipped to a customer site within SLA.
  • Manage the “planned maintenance” process, receiving Carrier notifications of downtime and notifying the customer of any impact to service.
  • Work closely with resource management to organise engineer to site where required.
  • Carry out remote diagnostic tests and checks when incidents are logged by customers.
  • Escalating calls to senior engineers or management as appropriate.
  • Liaison with internal departments, vendors and suppliers where required.
  • To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
  • To ensure all requests meet or exceed the contractual Service Level Agreements.
  • Always maintain high customer-care levels.
  • Provide advanced diagnostics when appropriate.
  • Implement routine and minor Change Requests.
  • Actively seek to improve and grow own skill and knowledge in appropriate areas.
  • Identifying and recommending improvement to the team.
  • Carry out housekeeping tasks.
  • Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
  • Handle incoming emails from customers, resolver teams and service management ensuring they are acted upon in a timely manner.
  • Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer.
  • Providing input to customer facing Technical Incident Reports.
  • Capturing repeat faults and undertaking root cause analysis.
  • Proactive identification of fault trends.
  • Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
  • Assist with the implementation of Customer projects, internal support projects or support administration tasks.
  • Ad-hoc duties as required.

REQUIREMENTS              

  • National High School Senior Certificate (or equivalent)
  • CompTIA A+
  • CompTIA N+ (preferable, not mandatory)
  • Cisco CCNA or Fortinet NSE 4 certified - mandatory
  • Cisco CCNP, Fortinet NSE 4,5,6 – preferred, but not mandatory
  • ITIL v3 Foundation - preferred, but not mandatory

2+ years’ experience in:

  • Minimum 2 years general IT support experience.
  • Minimum 2 years dedicated networking/security experience.
  • LAN, WAN and network security experience.
  • Strong understanding of network infrastructure, network hardware and networking protocols.
  • Ability to implement, administer, and troubleshoot network infrastructure devices, including but not limited to routers, switches, access points, wireless controllers and firewalls.
  • Knowledge of application transport and network infrastructure protocols.
  • Ability to create accurate network diagrams and documentation for design and planning network communication systems.
  • Ability to think through problems and visualize solutions.
  • Capable of providing specific and detailed information for hardware and software selection.
  • Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources

Additional Skills/Attributes:

  • Recognised as a professional in field.
  • Strong ability to solve and troubleshoot problems remotely.
  • Ability to work in a very busy and highly pressurised environment.
  • A detailed and accurate approach to undertaking all duties.
  • The ability to communicate both verbally and electronically in a clear, professional manner.
  • A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
  • The ability to work with minimum supervision and to maintain a high level of motivation and productivity.
  • Ability to deal with high impact, high profile, incidents and remain calm under pressure.
  • Client focussed and with customer care / services mind-set.
  • Numerate and literate with an eye for detail.
  • Professional & diligent.
  • Excellent communicator at all levels (verbal/written).
  • A team player but able to work independently and be self-motivated.
  • Professional telephone manner.
  • Experience dealing with Enterprise customers.
  • Enthusiastic, energetic and confident.
  • Good PC skills, MS Office packages.
  • Full, clean, driving licence.
  • Ability to obtain SC security clearance.