Job Description

FORMAL EDUCATION:

• Matric

EXPERIENCE:

• 2 years experience in an IT environment Knowledge
• 3 years experience supporting and monitoring network systems in an enterprise environment.

TECHNICAL / LEGAL CERTIFICATION

• IT related courses (i.e. A+, N+, Microsoft related courses.)
• ITIL

RESPONSIBILITIES:
Vendor management

• Responsible for logging faults with various vendors, following up, and escalating using the different escalation matrix.

Proactive monitoring

• Includes all types of network mediums and hardware: Diginet, Adsl, LTE, Metro Ether, Fibre etc. Different types of vendor hardware and peripherals supported: Cisco, Fortinet, Huawei, routers, switches, modems, B Boxes, and Access Points all within the pre-defined processes, parameters and SLA's.

Incident Management

• Responsible for capturing, updating and resolving incidents in the assignment group. This is managed within the SLA's built for each client, device or link. Escalation of high-priority incidents to Incident Management if need be.

First Line Support

• Confirmation of power and rebooting of equipment, check symptoms, light status, and cable connections.

Communication

• Responsible for continuous and accurate communication until resolved status, including escalation to Incident Management for P2 and P1 incidents

Second Line Support

• Ability to analyze port status, reports outputs, and router/device information. Run in-depth reports as per client requirements with an in-depth understanding of utilization, packet loss, latency and errors. Checking of IPSLA status. Troubleshooting with L3 and vendors if required. Configuring equipment and testing with onsite engineers or clients. SD Wan Support.

KEY COMPETENCIES:

• Teamwork
• Networking
• Action Oriented
• Relating and Networking
• Delivering Results and Meeting Customer Expectations
• Following Instructions and Procedures
• Deciding and Initiating Action
• Persuading and Influencing
• Applying Expertise and Technology
• Analysing
• Coping with Pressures and Setbacks
• Planning and Organising
• Writing and Reporting
• Presenting and Communicating Information
• Working with People