Network Engineer

SUMMARY:

Time to make a change. Do you want to be challenged? Then this is the opportunity for you.

IT Naledi is constantly engaging with our clients to tailor ICT services and solutions that support their business objectives and meet their budgets. Our service delivery is built around four core beliefs: flexibility, accountability, customer focus and cost efficiency.  Join our growing team and accelerate your career growth.

POSITION INFO:

REPORTING TO:

• Service Support Manager

PRIMARY PURPOSE:

Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The MS Engineer focuses on support for incidents and requests with medium to high level of complexity.

REQUIRED LEARNING:

• Routing and Switching across LAN/WLAN and WAN
• Data Centre Networking
• Network Security
• Cisco (LAN/WLAN/WAN/ISE)
• Huawei (LAN/WLAN)
• Sophos (VPN)
• Fortigate (VPN)
• Checkpoint (various)
• Aruba (WLAN)
• F5 (GTM/LTM/ASM)
• Exinda
• Radware

QUALIFICATION REQUIREMENTS:

• CCNA
• CCNP
• CCSP
• CCIE
• Huawei certified Routing & Switching

KEY JOB OUTPUTS (but not limited to the below)

• Proactively monitors the work queues.
• Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
• Update tickets with resolution tasks performed
• Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
• Provide second level support to all incidents, requests and identify the root cause of incidents and problems
• Communicate with other teams and clients for extending support
• Execute changes with clear identification of risks and mitigation plans to be captured into the change record
• Follow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift
• Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
• Work with automation teams for effort optimization and automating routine tasks
• Coach Service Desk and L1 teams for technical and behavioural skills
• Establish monitoring for client infrastructure
• Identify problems and errors before they impact a client’s service
• Lead and manages all initial client escalation for operational issues.
• Contribute to the change management process by logging all change requests with complete details for standard and non- standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals
• Plan and execute approved maintenance activities
• Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort

CORE COMPETENCIES:

• Ability to communicate and work across different cultures and social groups
• Ability to plans activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurised environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

IT Naledi is an equal opportunity employer, and all qualified applicants will receive equal employment opportunities by being treated fairly based on their relevant merits, abilities, and competencies for the position without being unfairly discriminated against race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or any other protected category

NB! This job is now closed. You can apply for other jobs by uploading your CV.