Networking and Systems Engineer - Gauteng Midrand

Role:
The purpose of the position is to deliver senior level technical support, network design and architectural expertise, network maintenance, incident and problem management for the company and its customers within agreed timelines and SLA. This position will also be responsible for network projects implementation.

Key Performance Areas:

Projects Implementation 25%
Installing, configuring and support of Cloud & Information Systems 20%
Operating Environment Maintenance and Support 10%
Problem and Incident Management 25%
Customer Satisfaction 20%

Competency Requirements for Position
Knowledge:

Thorough knowledge of networks and networking standards/governance in the telecommunications industry
An understanding of cloud concepts
Knowledge of Service Management Principles
Office Tools like Excel, Visio, Power Point

Skills:

Written and verbal communication skills
Practical understanding of network solutions design, implementation and support skills
Coaching and knowledge sharing skills

Behavioral:

Customer Responsiveness
Teamwork
Results driven
Problem solving skills
Attention to detail
Stress tolerance
Resilience
Initiative & Innovation

Minimum Qualification:

Matric Qualification
CCNP (Service Provider and Enterprise Core SP/EN-COR)
AZ-900, AWS Fundamentals
MCITP/MCSA/MCSE and AZ103/4 or AZ-305

Minimum Experience:

3-4 years’ experience in a Cisco environment
2-3 years’ experience in Active Directory, Microsoft Services such as DNS, DHCP, RDS. SQL and basic server functions
2-3 years SDWAN experience would be advantageous

Other Requirements:

Willing to work weekend shifts.
Willing to work flexible shifts and overtime.

Job Grade:

Key Stakeholder Relationships

Internal

All Internal Departments

External

Customers
Service Providers
Vendors
Suppliers

Key Performance Areas & Indicators

Projects Implementation

Ensure efficient implementation and completion of project work – 100% implementation accuracy as per SLA – Close agreed number of projects per month
Minimise cost of FE hours by ensuring proper preparation by the company engineer – Minimum of 1 hour, maximum of 3 hours
Hand over projects for monitoring and post implementation support – Positive feedback from Projects Managers

Installing, configuring and support of Cloud & Information Systems

Receive tickets logged and respond to request from Customer – Respond within 1 hour to ticket
Resolve the ticket efficiently and as quickly as possible – Positive Customer feedback
Update FreshService daily
Efficient resolution

Operating Environment Maintenance and Support

Track and report on device end of life (EOL) – Schedule Accuracy of managed devices
Monitor and report on device capacity and health – Accurate reporting regarding IOS, bugs, traffic shaping, device health, patch
Adhere to administrative policies regarding the company devices – Optimum traffic processing, licenses and CPU

Incident and Problem Management

Diagnose reported and escalated incidents, identify problems and root causes – Ensure compliance with ITIL/ISO standards
Timely and accurate escalation acknowledgment, feedback and resolution of issues – Incidents to be resolved within contractual SLA times
Minimum of 90% tickets closed daily

Customer Satisfaction

Deal with Customers, either telephonically, Skype or via email, in a courteous, efficient, and prompt manner – Positive feedback from Customers – Emails attended to before end of shift – Phones answered within 3 rings
All emails to be written in appropriate business language – Professional company image
Ensure “active” listening at all times when dealing with Customers – Accurate, clear understanding of the issue – Provide accurate information
Assist with redesign and new SIP and testing – Ensure services are delivered as per SLA