Networking and Systems Engineer

Position Title: Networking and Systems Engineer – Tier 3

Recruiter:
Recru-it

Job Reference:
PE010983/Tabz

Date Posted:
Thursday, September 26, 2024

Location:
Johannesburg, South Africa

Salary:
R1,000,000 Annually

Job Overview:

We are seeking a highly skilled and motivated Networking and Systems Engineer at the Tier 3 level to join our dynamic team in Johannesburg. This role is crucial for providing top-notch technical support, designing network architectures, maintaining network systems, and managing incidents and problems for our company and clients. You will work to ensure all projects are completed within established timelines and meet our service level agreements (SLAs). Additionally, you will lead the implementation of various network projects, enhancing our services and customer satisfaction.

Key Responsibilities:

Your role will encompass several key performance areas, including but not limited to:

Project Implementation (25%)

Oversee the efficient execution and completion of network projects, ensuring adherence to timelines and accuracy in implementation.
Aim for a minimum of 100% accuracy in project delivery as per SLAs, successfully closing a predetermined number of projects each month.
Optimize preparation processes to minimize costs associated with field engineer hours, aiming for a minimum of 1 hour and a maximum of 3 hours of on-site time.

Cloud and Information Systems Support (20%)

Install and configure cloud solutions and information systems, addressing tickets and requests promptly.
Respond to customer support requests within one hour of ticket submission and strive for quick and efficient ticket resolution, ensuring positive feedback from customers.
Maintain daily updates in FreshService, emphasizing effective and timely resolutions.

Operating Environment Maintenance (10%)

Track the end-of-life (EOL) status of devices and maintain accurate schedules.
Monitor device capacity and health, ensuring regular reporting on IOS versions, bugs, traffic patterns, and overall device performance.
Comply with administrative policies for company devices, ensuring optimal traffic processing, licenses, and CPU usage.

Incident and Problem Management (25%)

Diagnose and analyze incidents and problems that are reported and escalated, identifying root causes.
Ensure compliance with ITIL and ISO standards by providing timely acknowledgment and feedback for escalated issues, aiming for resolution within contractual SLA times.
Achieve a minimum of 90% ticket closure rate daily.

Customer Satisfaction (20%)

Interact with customers via phone, Skype, or email in a professional and courteous manner, ensuring a positive experience.
Respond to emails promptly before the end of your shift and answer phone calls within three rings.
Practice active listening to accurately understand and address customer concerns, providing precise and helpful information.
Assist in the redesign and testing of new SIP services, ensuring they meet SLA requirements.

Qualifications:

Minimum Education:
Completed Matric qualification (Grade 12).
CCNP certification (Service Provider and Enterprise Core SP/EN-COR).
MCITP, MCSA, or MCSE certification is advantageous, along with Azure or Cloud Foundation experience.
Experience:
A minimum of 3-4 years of experience in a Cisco networking environment.
2-3 years of experience with SD-WAN technology is a plus.

Skills and Competencies:

Knowledge:
Strong understanding of networking principles and standards, particularly within the telecommunications industry.
Familiarity with service management principles and proficient in office tools such as Excel, Visio, and PowerPoint.
Skills:
Excellent written and verbal communication abilities.
Practical skills in designing, implementing, and supporting network solutions.
Coaching and knowledge-sharing capabilities to mentor junior staff.
Behavioral Traits:
Strong focus on customer service and responsiveness.
Ability to work effectively within a team.
Results-oriented mindset with strong problem-solving abilities.
Attention to detail, stress management skills, resilience, and the ability to innovate and take initiative.

Work Environment:

Schedule:
Must be willing to work weekends, flexible shifts, and overtime as required.

Job Grade:

Key Stakeholders:

Internal:
Collaborate with all internal departments to achieve common goals.
External:
Engage with customers, service providers, vendors, and suppliers to maintain strong relationships.

How to Apply:

If you are interested in this exciting opportunity to work with a dedicated team and enhance your career in networking and systems engineering, we encourage you to apply. Please visit the following link to submit your application: Apply Here.

This revised listing not only elaborates on the responsibilities and qualifications needed for the role but also presents the information in a clear and engaging manner, enhancing clarity and accessibility for potential applicants.