We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Role and Responsibilities Include:
Network Monitoring and Incident Response
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Actively monitor network performance metrics i.e. device status, packet loss, latency and bandwidth usage using network monitoring tools
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Identify, analyze and respond to network alerts, alarms and performance degradation
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Troubleshoot issues and escalate critical problems to relevant stakeholders
Fault Management & Troubleshooting
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Investigate network faults and service interruptions, identifying root causes and implementing corrective actions
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Diagnosing network faults, implementing solutions and documenting resolutions to prevent future occurrences
Service Provisioning & Activation
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Configure and activate services for retail service providers (RSP) ensuring accurate and timely delivery
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Provision network equipment in line with RSP requirements
Documentation & Reporting
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Maintain accurate records of network incidents, maintenance activities, and configurations.
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Generate regular reports on network health, incidents, and resolutions.
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Update and improve troubleshooting guides and standard operating procedures (SOPs).
Work Environment:
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12/7 shift-based operations, including weekends and public holidays.
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Fast-paced, requiring quick decision-making and with strict service delivery deadlines.
Preferred Skills:
1.
3 years minimum experience in similar role
2.
Strong networking knowledge & experience in TCP/IP, routing protocols, switching technologies and firewalls
3.
Familiarity with network management & monitoring tools – Solarwinds, UNMS, PuTTY and Secure Copy Protocols (SCP)
4.
Effective communication with RSPs, technical teams and management to report issues and updates
5.
Strong attention to detail, problem solving and analytical skills
6.
Ability to work with minimal supervision
Targets & KPI’s include:
1.
Respond to RSP tickets or enquiries within 1 hour
2.
Outage notification sent / updated within 30 minutes of detection / receiving new information
3.
95% of orders activated within 2 hours
4.
Timely and accurate resolution of customer & network issues - 90% of cases resolved within 48 hours from lodgment
Qualifications and Education Requirements:
1.
Bachelor’s Degree in Information Technology, Engineering or equivalent
2.
CCNA/JNCIA preferred
Join the A-Team and experience the A-Life!
Skills Required
- Minimum 3 years experience in similar role
- Strong networking knowledge and experience in TCP/IP, routing protocols, switching technologies and firewalls
- Familiarity with network management and monitoring tools (SolarWinds, UNMS), PuTTY and SCP
- Effective communication with RSPs, technical teams and management
- Strong attention to detail, problem solving and analytical skills
- Ability to work with minimal supervision
- Bachelor's degree in Information Technology, Engineering or equivalent
- CCNA or JNCIA certification
What We Do
Acquire Intelligence is a global business transformation company and leading provider of business process outsourcing (BPO) and AI consulting services. Using their Automate, Eliminate, Reallocate framework, they blend process improvement and automation with global outsourcing to help businesses eliminate inefficiencies, drive scale, and achieve real-world outcomes.
