Key Responsibilities:

• 
  Ensures that assigned infrastructure at the client site
  is configured, installed, tested, and operational
• 
  Perform necessary checks, apply monitoring tools and
  respond to alerts.
• 
  Identifies problems and errors prior to or when it occur
  and logs all such incidents in a timely manner with the required level of
  detail.
• 
  Assists in analysing, assigning, and escalating support
  calls.
• 
  Investigates third line support calls assigned and
  identify the root cause of incidents and problems
• 
  Reports and escalates issues to 3rd party vendors if
  necessary.
• 
  Provides onsite technical support to clients and provide
  field engineering services to clients.
• 
  Conducts a monthly random review of incidents and service
  requests, analyse and recommend improvement in quality.
• 
  Provides continuous feedback to clients and affected
  parties and update all systems and/or portals as prescribed by the company.
• 
  Proactively identifies opportunities for work
  optimization including opportunities for automation of work.
• 
  May manage and implement projects within technology
  domain, delivering effectively and promptly per client agreed upon requirements
  and timelines.
• 
  May work on implementing and delivering disaster recovery
  functions and tests.
• 
  Performs any other related task as required.

Requirements

Knowledge and Attributes:

• 
  Ability to communicate and work across different cultures
  and social groups.
• 
  Ability to plan 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 clients at the forefront of all
  interactions, understanding their requirements, and creating a positive client
  experience throughout the total client journey.
• 
  Additional skills proficiency such as (but not limited
  to) -
• 
  Pulse Secure SSL VPN / Virtual Juniper, Palo Alto,
  Fortinet Firewalls / Cisco Nexus switches, ASr and ISr routers / Cisco ACS, ISE
  / Meraki switches and access points / Enterprise network architecture / Common
  routing protocols: BGP,OSPF, EIGrP / Network address translation / Configuring,
  monitoring and troubleshooting uplinks to ISPs for dIA, MPLS and P2P circuits /
  Familiarity with common network management and monitoring tools such as
  SecureCrT, Logic Monitor.

Academic Qualifications and Certifications:

• 
  Bachelor's degree or equivalent qualification in
  IT/Computing (or demonstrated equivalent work experience).
• 
  CCNP or equivalent certification.
• 
  Certifications relevant to the services provided
  (certifications carry additional weightage on a candidate’s qualification for
  the role).

Required experience:

• 
  Seasoned experience required in Engineering function
  within a medium to large ICT organization.
• 
  Seasoned experience of Managed Services.
• 
  Seasoned working knowledge of ITIL processes.
• 
  Seasoned experience working with vendors and/or 3rd
  parties.