Scope of Services
Installation and support of network infrastructure
- Overseeing the installation of ISP Circuits at the client branches and franchises.
- Overseeing the installation of network equipment and cabling at the client branches and franchises.
- Managing network infrastructure of all office moves for the client branches and franchises, and ensuring all are completed by the agreed date. Keeping inventory of all network equipment in the Cape and Port Elizabeth Region and updating on a regular basis.
- Updating Visio diagrams with all changes.
- Maintenance of network rooms and cabling at all branches. Site diagrams and keeping up to date.
- Installation and support of 5th Mountain equipment at franchise sites.
- Configuring of switches at franchise sites for voice over IP telephony and testing with vendors.
- Support of Wi-Fi network at the client in Century City and all the client branches and franchises.
- SD-WAN – installation and support of Viptela and Meraki sites at the client.
Voice Networks
- Installation and configuration of Microsoft Teams Telephony and Amazon Connect.
- Providing support to video conferencing equipment at Century City.
- Overseeing the installation and support of telephones at the client branches.
Hardware and software of the client equipment:
- Support of the client equipment in all branches. Actioning of calls logged via Remedy (a call logging system).
- Support users with 3G (APN) and VPN. Testing connectivity.
Deliverables
Telephonic problem resolution/support according to remedy:
- Identified problems to be resolved timeously.
- Ensuring effective resolution of service requests and incidents logged.
- Keeps updated with reference material related to routine problems.
- Unresolved calls/ problems are escalated to the client for resolution.
- Maintain accurate log entries of users, problems and resolutions.
- Transfer knowledge to users and team members in a well-articulated manner.
Logging of calls to external suppliers
- The external supplier call logging process always needs to be adhered to.
- Promptly escalate calls to the suppliers using the escalation path.
- Take ownership of calls till closure status.
Communication and feedback
- Communicate pleasantly and professionally.
- Provide information at the correct level to suit the users and management.
- Distribute accurate information to users and management timeously.
- Tactfully communicate information which may have a negative impact on users.
Required Mindset
- Demonstrate willingness to support workgroup.
- Request constructive and accurate performance feedback from customers.
- Provide innovative suggestions to improve teamwork.
- Contribute towards an appreciative, trusting and constructive work environment and participate in knowledge sharing.
Qualifications / Certifications
- CompTIA Network+
- Cisco Certified Network Associate (CCNA) – 2 years of experience
- Busy with – Cisco Certified Network Professional (CCNP)
Expectations for a network engineer
- Installation and configuration of equipment: Network engineers select, install, and configure important network infrastructure equipment, such as routers, switches, and load balancers.
- Troubleshooting and monitoring: If part of the network infrastructure is running slowly or is completely down, the network engineer is usually the first to respond and make any necessary changes. Especially if a large network goes down, a network engineer’s core responsibility is to get the system back online and figure out what happened.
- Network documentation and policy management: Since network engineers are the primary builders and managers of the network, they also manage documentation for how the network functions and is configured, and its expected user interactions. This part of the network engineer’s role is heavily focused on compliance.
- Research for network optimisation: Network engineers don’t just build and manage a network; they also look for applications, automation opportunities, and third-party partnerships that can improve the overall functionality of the network.
- Maintenance and security work: Often working closely with a network security engineer, network engineers monitor network infrastructure regularly and apply patches to improve performance and security.
Network engineers work on the following:
- Cloud and edge networks
- Mobile networks
- Local-area networks (LAN)
- Wide-area networks (WAN)
- Software-defined networks (SDN) – Viptela and Meraki
- F5 – Application load balancer
- Infoblox
- ISE
Desired Skills:
- Systems Analysis
- Complex Problem Solving
- Programming/configuration
- Critical Thinking
- Time Management