Network Engineer

Permanent
Cape Town, Gauteng
Posted 3 years ago

It is a technical engineering position, with responsibilities focused around 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.

 

Role Responsibilities:

  • 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.

 

Delivery Responsibilities:

  • 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.

 

Key Performance Indicators:

  • Change Implementation Quality.
  • Complete Partnership and Technical Skill Certifications Requirements.
  • Customer and End User Satisfaction and Relationships.
  • Customer Service Improvements.
  • Identify Project Opportunities.
  • ISO 270001 and 20000 Compliance.
  • Project Execution and Service Transition Quality.
  • Ticket Management Disciplines and SLA’s.
  • Timesheet Completion Quality.
  • Any added goals.

 

Experience: 2-3 Years

  • 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.

 

Qualifications:

  • 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

 

Additional Skills

  • Full driving licence.

 

Deadline for applications is 2022/04/30

For more information, call Nova Buchan on 073 393 9731 or send your CV to  Nova@capitaledgerecruitment.co.za

 

 

Job Features

Job CategoryInformation Technology

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