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Customer Dedicated – Network Engineer

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 that system availability is maintained at the highest level and any issues that arise are dealt with within SLA.

DUTIES WILL INCLUDE, BUT ARE NOT LIMITED 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.
  • Actively seek to improve and grow own skill and knowledge in appropriate areas.
  • Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer.
  • Onsite network related support at customer locations.
  • Carry out onsite/remote diagnostic tests, troubleshooting when incidents are logged by customers.
  • Work and travel onsite at the customer locations.
  • 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.
  • Implement routine Change Requests.
  • Actively seek to improve and grow own skill and knowledge in appropriate areas.
  • Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
  • 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.
  • Adhere to delivery of standard reporting packs.

REQUIREMENTS              

  • National High School Senior Certificate (or equivalent)
  • Graduate or qualified by experience
  • 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:

  • A high command of the English language both written and verbal is essential.
  • Self-motivated with the ability to work unsupervised.
  • Attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease.
  • Possess proficient analytical and decision-making skills.
  • Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns.
  • Proficient relationship building skills – predict customer behaviour and respond accordingly.
  • A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
  • Good communicator with the user environment.
  • Dynamic but aware of the views and feelings of others.
  • Able to operate as a good team player.
  • Drive and Energy.
  • Demonstrate clear purpose, enthusiasm, and commitment.
  • Full driving licence