Job Description

Job Summary 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.

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 yearsxe2x80x99 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 xe2x80x9cactivexe2x80x9d 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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