Job Description

Position Purpose:
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.
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Key stakeholder Relationship:
Internal

• All Internal Departments

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External

• Customers, Service Providers, Vendors, Suppliers

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Experience & Qualifications:
Minimum Qualifications

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

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Minimum Experience

• 3-4 yearsxc3xa2xc2x80xc2x99 experience in a Cisco environment
• 2-3 years SDWAN experience would be advantageous

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Other Requirements

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

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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

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Pre-Sales Solutions Architecture

• Provide design documents to project manager in agreed format

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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

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Incident and Problem Management

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

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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 xc3xa2xc2x80xc2x9cactivexc3xa2xc2x80xc2x9d listening at all times when dealing with Customers
• Assist with redesign and new SIP and testing

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Competencies
Knowledge

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

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Skills

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

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Behavioral

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

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