Experience & Education Required:
- Matric
- ITIL v3 Foundation
- CISCO qualifications
- Minimum 4 years relevant experience
- Must have hands on networking experience
Requirements
- To compile the network capital and operational budget for approval by relevant manager as well as ensuring that the financial objectives are met on an annual basis according to Company policy and procedures.
- To ensure that all budgeted, ad hoc and project expenditures are managed according to policy and procedure.
- To manage all relevant buy backs and right offs of equipment according to policy and procedure.
- To monitor all relevant vendor accounts to ensure accuracy of billing.
- To compile, approve and present all requested financial reports by relevant manager and client in line with Company policy and procedure
- Project costing and budget of network infrastructure according to Company policy and procedure.
- To propose revenue producingCost reduction prospects where and when possible.
- To ensure work is completed timeously and signed off by customer.
- To ensure that signed worksheets are provided to accounts for billing.
- Obtain input into project costing and budget of network infrastructure according to Company policy and procedure
- To liaise and communicate with business units, vendors, partners, suppliers, clients and management relating to Technical network support in order to ensure compliance to legislation, Company policy and procedure as well as delivering on the Company customer experience.
- To liaise with internal and external clients, service providers, vendors and management to ensure that compliance to legislation, and Company brand identity.
- To conduct, review and report on all Technical/Operational meetings and ensure that all matters raised are allocated and addressed
- To ensure a minimum of 95% customer satisfaction feedback rating on a monthly basis with external contracted Customers and action to position SLA and satisfaction measurement for internal support.
- To advise and support the customer with a road map of future technology developments and decisions in line with customers needs and priorities.
- To compile and submit all relevant network business information according to Company policy and procedure as well as SLA and reporting requirements.
- To ensure that calls logged are followed up and/or escalated, serviced and closed within the agreed SLA.
- To ensure that all external work completed is signed for by the Customer.
- To actively participate and engage in customer Technical / Operational meetings and ensure that all matters raised are properly addressed within agreed time frames.
- Build closer working relationships with Customers and Vendors for Test, POC RFI requests.
- Update all calls assigned on a daily basis except project calls
- Produce Monthly reporting on WAN/LAN and Wi-Fi
- To ensure call closure within customer SLA
- Deliver up to date Network roadmaps and Diagrams to client on a regular basis
- To liaise on a daily basis with third party vendors regarding requests and incidents logged. And ensure optimal customer satisfaction pertaining to Network and WAN related issues
- To identify, log and resolve all alerts received on a daily basis.
- To build closer working technology relationships with client and vendors for POC and RFI requests
- Research and input in support of possible customer road map of future technology development and suggestions in line with customer needs
- To develop, design, and deploy technical network solutions for clients according to SLA requirements, project obligations policies and procedures
- To design, evaluate and implement all relevant policies and procedures at client in line with Company policy and procedure.
- To implement, maintain and support all relevant security devices at SAB according to SLA and Company policy and procedures.
- To succesfully close / resolve all relevant incidents/calls within the agreed target with manager on a daily basis according to Company policy and procedures.
- To perform health checks on IT infrastructure as per policies and procedures prescribed on a daily basis
- To attend to all support calls according to the prescribed procedure on a daily basis as logged in the relevant call logging system
- To ensure weekly health checks have been performed by the vendors according to the set policy and procedure
- To attend to all project tasks as prescribed the project plan on a weekly basis
- To audit the end to end IT infrastructure as per prescribed policies and procedures on a quarterly basis
- To clean up the end to end IT infrastructure based on the audit finding on a quarterly basis
- To provide ad hoc IT support and administration as and when requested by the internal users and auditors
- Keep network software monitoring tools up to date
- To adhere to customer and internal code of conduct on a daily basis
- To update refine and create processes and procedures that has to be stored on a central data base per change, as well as to provide the relevant documentation for the known errors db hosted on Edge.
- To ensure compliance with the internal and external client’s safety and security regulations as well as Occupational Health and Safety Act requirements
- To adhere to internal and external customer’s electronic code of conduct
- To compile, update and implement all necessary documentation according to Company policy and procedures. Ensure all networking/technical documentation is accurate and available. Ensure that preventative maintenance is performed as per schedule.
- Resolution of logged calls within SLA. Regular, accurate updates of calls and relevant site documents per client on each incident. Hourly, daily according to Company policy and procedures.
- Server uptime and availability of 98%, all data backed up and restored successfully. Compliance adherence within relevant specialization. Relevant Policies are adhered to per client. Successful completion of all req fulfillment/calls/deliverables related to change req and projects. Per incident hourly and daily.
- To design, evaluate and implement all relevant LAN policies and procedures at client in line with Company policy and procedure.
- To compile, submit and present requested and required reporting from client and management according to SLA and Company policy and procedures.
- To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Company policy and procedure framework.
- To mentor and coach subordinates within the specific area of responsibility according to policies and procedures
- To supervise all direct reports in line with Company HR policy and procedures.
- To keep to the work schedule and any deviation be communicated verbally within the shortest possible timeframe to allow for alternative arrangements to be made by the Service Delivery Manager/Customer.
- To be competent/certified in specific internal and external client systems, software and hardware requirements as per PDP.