Engineer: Senior Network support

Title

Engineer: Senior Network support

• Perform support activities required to support the relevant OEM networking solutions in an infield technical environment.
• Ensuring up-time and availability by providing a professional service at all times to the Customer within SLA.

KEY RESPONSIBILITIES:

• To provide infield support on network solutions, and the associated services. 
• Provide 3rd level Support to team members and clients
• Ensure all calls are carried out timeously and effectively and to the satisfaction of the customer. 
• Ensure that requests for assistance received via the Altron Service Desk are attended to accurately and efficiently. 
• Where required, to provide customers with updates or feedback on calls that is logged on the call logging system. 
• Assist Network team to meet identified SLA’s. 
• Actively support team on common goals and participate in high team performance.
  Provide 24x7 technology platform and customer support on a rotating basis. 
• Continuous broadening of own technical skills and problem solving 
• Engaging in formal and informal knowledge transfer 
• Time management in accordance with Customer service requests and SLA
• Ensure that Network Solutions are monitored and proactively managed to required service levels and administered for the customer. 
• To perform support to junior level support engineers for day to day operations 
• Be able to diagnose hardware and software related issues on Network equipment 

Strategic Human Capital Business Partnering.

• To successfully complete all training and to maintain certification requirements to fulfil job specifications

CORE RESPONSIBILITIES:

• Standard Operating Requirements
• Complete all Incidents within SLA requirements 
• Coordinate service request resolution 
• Skills Transfers
• Arrange and have regular Workshops
• Monitor and have Regular firmware upgrades completed for SLA Clients

Staff Leadership and Management

• Build and manage a high performing team by providing leadership, role clarity, training and career development.
• Ensure open communication channels with staff and implement change management interventions where necessary.
• Achieve goals set out on AOT through a well-defined and implemented performance review program.
• Develop and implement a training plan in order to build and develop skills within the team.
• Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive a continuous improvement philosophy.
• Performance manage resources in accordance with HC policy and legislation where necessary
• Actively participate in leadership team and develop skills of own team.
• Promote a ‘Altron centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance.

Governance and Risk Management

• Closed calls (Incidents) within specified priority times (SLA) by the team – target 100% 
• All requests and Projects completed on time by the team - Due Date 
• Make sure that all calls are updated timeously and with full accurate details 

External Parties and Relationship Management

• Manage relationships with Customers and Business partners and act as a trusted advisor.

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• Network senior to mentor subordinates
• Knowledge and experience transfer
• Reporting / Career development

Reasons for Interaction:

• Ensure the effectiveness of the customer SLA
• To receive tasks, provide feedback and provide guidance

External:

• Network Customers
• Maintain Fast, efficient customer service
• Be a catalogue for Altron

Reasons for Interaction:

• Maintain Network customers SLA

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric, Diploma or Degree

Professional Qualifications

• Cisco Medium / High OEM level certifications ( e.g. CCNP)
• Security experience (Required)
• Meraki experience (Preferred)
• ACI (Preferred)
• WLAN Knowledge

Years of Experience

• Minimum 6 Years.

Other requirements

• Experience in Configuration and maintenance of Networks advanced converged communication & VoIP / IP Telephony systems would be highly beneficial.
• Cloud Knowledge
• Radio and Wi-Fi Knowledge will be beneficial
• SDA and SDWAN knowledge will be beneficial
• TCP/IP protocol stack
• Good troubleshooting skills is essential
• Provide recommendation to the customer to improve systems as well as proactively manage services to ensure failure is pre-empted and resolved before critical.

Behavioral Competencies

The incumbent is required to have demonstrated the following competencies:

• Delivery: Translates business objectives into practical, prioritised and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.

• Teaming: Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes.  Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders. 

• Leading & Managing Change: Generates and implements new and innovative ideas/approaches to improve business outcomes. Embraces, leads and manages change, providing guidance and support during implementation.

Education

National Certificate Level 4 (N4) / Grade 12 (Required)

Languages

English