Job Description

Key purpose:

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customers/users where the product is highly technical or sophisticated in nature.

 Duties and responsibilities:

• Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
• Perform necessary checks, adjust monitoring tools in terms of proactive ability and respond to alerts
• Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
• Assist in analyzing, resolving, and escalating support calls
• Investigate third line support calls assigned and identify the root cause of incidents and problems
• Report and escalate issues to 3rd party vendors if necessary
• Provide onsite technical support to clients and provide field engineering services to clients
• Monthly incident / request trending to facilitate improvement in service quality
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company
• Proactively identify opportunities for work optimization including opportunities for automation of work

Qualifications and experience:

• Advanced Network related diploma, degree, or relevant qualification (or demonstrated equivalent work experience)
• 5 Solid years of networking experience
• Experience required in Network Engineering function within a medium to large ICT organization
• Experience of delivering services in an outsourced landscape
• Working knowledge of ITIL processes
• Experience working with vendors and/or 3rd parties

Advantageous qualifications:

• Up to date and relevant ITIL certification
• Cisco Certified Internetwork Expert - Routing and Switching (CCIE-R/S)
• Cisco Certified Network Professional - Wireless (CCNP-W)
• Certified Partner SE - WAN Optimization
• F5 Certified Technology Specialist Local Traffic Management (F5-CTS-LTM)
• 301a LTM Specialist Architect Setup and Deploy Security domain
• Cisco Certified Internetwork Expert - Security (CCIE-S)
• Certified Partner SE - Security
• Certified Partner SE - Web Security
• VMware Certified Professional vSphere
• Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)
• Cisco Certified Internetwork Expert - Voice (CCIE-V)
• Cisco Certified Network Associate - Video (CCNA-VID)
• ACIS - Avaya Communication Manager (ACIS 6006)
• Cisco Qualified Specialist - Cisco IP Telephony Design Specialist (CQS-DS)
• Cisco Certified Internetwork Expert - Certification - Collaboration (CCIE-COLLA)

Required skills and abilities:

• Ability to communicate and work across different management levels, cultures and social groups
• Ability to plan activities and changes well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized 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 change
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey