Job Description
Key Responsibilities:
- Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
- Performsnecessary checks, apply monitoring tools and respond to alerts.
- Identifiesproblems and errors prior to or when it occurs andlogall such incidentsin a timely mannerwith the required level of detail.
- Assistsinanalyzing, assigning, and escalating support calls.
- Investigates third line support calls assigned andidentifythe 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,analyzeand recommend improvement in quality.
- Provides continuous feedback to clients and affected parties and update all systems and/or portalsas prescribed bythe company.
- Proactivelyidentifiesopportunities 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 asrequired.
Knowledge and Attributes:
- Ability to communicate and work acrossdifferent culturesand social groups.
- Ability to plan activities and projects well inadvance, andtakes into accountpossible changing circumstances.
- Ability tomaintaina 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 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.
- Additionalskills proficiency such as (but not limited to) -
- Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches,ASrandISrrouters / 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 fordIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such asSecureCrT, Logic Monitor.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent qualification in IT/Computing (ordemonstratedequivalent work experience).
- CCNP or equivalent certification.
- Certifications relevant to the services provided (certifications carryadditionalweightage on a candidate's qualification for the role).
Required experience:
- Should have experienceprimarily onJuniper Mist wireless(L3) and Extreme Wireless(L2)
- Seasoned experiencerequiredin 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.
