Job Description

Key stakeholder Relationship:
Internal

• All Internal Departments

External

• Customers, Service Providers, Vendors, Suppliers

Experience & Qualifications:
Minimum Qualifications

• CCNP (Service Provider and Enterprise Core SP/EN-COR)
• ITIL Foundation

Minimum Experience

• 3-4 years experience in a Cisco environment
• 2-3 years SDWAN experience would be advantageous

Other Requirements

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

Role / Responsibilities:
Projects Implementation

• Ensure efficient implementation and completion of project work
• Minimise cost of FE hours by ensuring proper preparation by the company engineer
• Hand over projects for monitoring and post implementation support

Pre-Sales Solutions Architecture

• Provide design documents to project manager in agreed format

Operating Environment Maintenance and Support

• Track and report on device end of life (EOL)
• Monitor and report on device capacity and health
• Adhere to administrative policies regarding the company devices

Incident and Problem Management

• Diagnose reported and escalated incidents, identify problems and root causes
• Timely and accurate escalation acknowledgment, feedback and resolution of issues

Customer Satisfaction

• Deal with Customers, either telephonically, Skype or via email, in a courteous, efficient, and prompt manner
• All emails to be written in appropriate business language
• Ensure "active" listening at all times when dealing with Customers
• Assist with redesign and new SIP and testing

Competencies
Knowledge

• Thorough knowledge of networks in the telecommunications industry
• Knowledge of customer service principles

Skills

• Written and verbal communication skills
• Practical understanding of network design
• Coaching and knowledge sharing skills

Behavioral

• Customer Responsiveness
• Teamwork
• Results driven
• Problem solving skills
• Attention to detail
• Stress tolerance
• Resilience
• Iniatitive

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