ISP 2nd Line Network Engineer

SUMMARY:
Datacentrix is looking for an ISP 2nd Line Network Engineer to be based at our Cape Town offices and will be responsible for being the single point of contact for the customer, for all supported applications, configuring and maintaining client infrastructure as well as engaging with 3rd party suppliers. The Network Engineer will be required to resolve network issues and taking ownership of all owned incidents from logging to resolution. Ideal candidate will have experience working in an ISP environment.

POSITION INFO:
Qualifications, Experience and Skills Required:

• Matric \ Grade 12 (Compulsory)
• MTCNA
• CCNA
• N+ qualification and 3+ years’ experience
• Valid driver’s license and own vehicle
• Basic Linux command line skills
• Good practical networking skills: IPv4 understanding, TCP/IP, MTU, Network trouble shooting (LAN WAN FW), VLAN understanding, SD-WAN
• Equipment knowledge (know your way around), Cisco/Meraki, Mikrotik
• Wireless troubleshooting
• Email troubleshooting (Client and server side)
• Understanding of DNS including on types of records and troubleshooting.
• Understanding of VoIP
• Ability to organize and prioritize work in an effective manner.
• Ability to work under pressure to meet strict deadlines.
• Performance-driven and attention to detail. Must be a people’s person and team player.
• Must be reliable and accept responsibility for the tasks assigned to them.

• Logging of Incidents and Service Requests, ensuring end to end management and ownership of tickets.
• Handling 2nd line support requests.
• Identify and escalate requests requiring urgent attention to resolve as quickly as possible.
• Ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
• Liaise with various 3rd parties, internally and externally, toward achieving resolution within SLA.
• Adherence to call lifecycle processes and procedures.
• Maintain adequate knowledge of supported systems to provide high-level support.
• Maintains and consistently demonstrates a general knowledge of service desk guidelines, processes and procedures
• Assist with internal adhoc IT support queries.
• Liaising with the project management team, 3rd line engineers and network engineers on a regular basis.
• Will be part of an after-hours standby rotation cycle.