Job Description

Why choose Logicalis?
It's not just IT solutions, It's IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.
Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers' vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world's leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow
Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!
We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.
Join us and become a part of something epic!
ROLE PURPOSE
The Logicalis South Africa (LSA) Networks Team has responsibilities focused on the smooth running of our customer's network environments, ensuring LAN and WAN availability is maintained at the highest level. This is achieved by performing routine maintenance and implementing best practices on routers, switches, access points, wireless LAN controllers, and firewalls.
As part of the Networks team, you will be responsible for working on incidents, problems, and changes, always adhering to ITIL principles. You will also be required to support a 24/7 Shift Team out of hours as needed on standby rotation. You might be required to work on a staggered shift schedule to cover support for offshore customers indifferent time zones. You will work alongside Project, Transition, and Service Delivery management teams to assist in the smooth transition and acceptance of new customers and technologies into support.
As a Senior Engineer in the team, you are expected to perform more advanced network tasks and incidents escalations. You will assist more junior team members to perform similar tasks.
ROLE RESPONSIBILITIES:

• The Logicalis South Africa (LSA) Networks Team has responsibilities focused on the smooth running of our customer's network environments, ensuring LAN and WAN availability is maintained at the highest level. This is achieved by performing routine maintenance and implementing best practices on routers, switches, access points, wireless LAN controllers, and firewalls.
• As part of the Networks team, you will be responsible for working on incidents, problems, and changes, always adhering to ITIL principles.
• You will also be required to support a 24/7 Shift Team out of hours as needed on standby rotation.
• You will work alongside Project, Transition, and Service Delivery management teams to assist in the smooth transition and acceptance of new customers and technologies into support.
• You will understand and comply with all Customer and Company safety regulations.
• Provide technical guidance to less-qualified personnel such that they become more successful in the day-to-day support of the corporation's network.
• Document changes to system drawings and records.
• Regular engagement with senior team lead with feedback and alignment within his area of responsibility.

KEY PERFORMANCE INDICATORS:
KPI's

• Timesheet Completion Quality
• Ticket Management Disciplines and SLA's
• Succession Planning
• Partnership and Technical Skill Certifications Requirements
• Change Implementation Quality
• Project Execution and Service Transition Quality
• Customer and End User Satisfaction and Relationships
• Customer Service Improvements
• Operating Models
• Operational Structures
• Any added goals

Skills and Competencies

• Accountable Execution
• Agile Transformation
• Troubleshooting
• Communication
• Problem-Solving
• Leadership
• Analytical Skills
• Cross-Business Engagement
• Entrepreneurial Spirit
• Excellent Customer Solutions
• Inclusive Teamwork
• Positive Resilience
• Self-Driven Learning

QUALIFICATIONS

• National High School Senior Certificate (or equivalent)
• Graduate or qualified by experience.
• Cisco CCNA, Huawei HCIA, or Fortinet NSE 4 certified - mandatory
• Cisco CCNP, Huawei HCIP, or Fortinet NSE 4/5/6 - preferred, but not mandatory
• ITIL v4 Foundation - preferred, but not mandatory

EXPERIENCE

• Minimum 8 years of general IT support experience.
• Minimum 5 years of 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 networks.
• 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 using documentation and internet resources.

PERSON REQUIREMENTS

• A high command of the English language both written and verbal is essential.
• Self-motivated with the ability to work unsupervised.
• Good communicator with the user environment.
• Ability to work in a very busy and highly pressurized environment and deal with high-impact, high-profile incidents, problems, and changes.
• A structured and organized approach to complex problem determination and solving.
• Numerate and literate with an eye for detail.
• Punctuality.
• 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.
• Capacity for gathering and scrutinizing data to identify issues, opportunities, and patterns.
• A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
• 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.
• Dynamic but aware of the views and feelings of others.
• Professional & diligent team player but able to work independently and be self-motivated.
• Enthusiastic, energetic, and confident.
• Demonstrate clear purpose, enthusiasm, and commitment.
• Ability to train users effectively.
• Code B driving license (or code that includes B) and own transport.