Network Administrator
πJob Type | Full Time |
Our client in the Telecommunications industry is looking for an experienced Technical Support Engineer.
Duties & Responsibilities
Act as the primary interface into/from the Technical Support function within the business, servicing external and internal business stakeholders. Provide technical support to Customers, Suppliers and Internal staff β for incidents and service requests. Manage all stakeholder expectations and service levels throughout any engagement with Technical Support, within a culture of service excellence and problem ownership.
Key Responsibilities:
β’ Supporting global business operations as part of a 24/7 function (primarily UK, SA, Australia, Singapore)
β’ Support live services across multiple technology stacks focused on Telco, Network, Security and Cloud
β’ Responding to, troubleshooting and resolving incidents with minimized disruption to service and SLAs
o Identification of possible risks or problems and escalate to senior staff members
β’ Responding to, and fulfilling service requests in line with managed service offerings and SLAs
β’ Post resolution diagnosis and assistance in determining Root Causes and Reasons for Outages
o Sending proactive notifications and updates to clients in regards to service events
o Raising incidents with Suppliers following service events detected
β’ Partnering with Delivery team on projects and service delivery
β’ Assisting Technical team in the provisioning, testing and troubleshooting of:
o Customer technology infrastructure (eg. CPEs)
o Supplier products/services
o Internal staff hardware and software
β’ Datacentre and customer site visits for infrastructure installations, maintenance and/or changes
β’ Establish and maintain effective working relationships with cross-functional inter-organizational teams
β’ Inputs to creation and maintenance of Support standards, reports, processes and documentation
β’ Customer satisfaction based on response times and timeous resolution / fulfilment
β’ Flexibility for 24/7 standby structure and rotation
β’ To be a professional and courteous representative for the company at all times
β’ Fulfil any training and/or examination requirements as per the Companyβs skills and certification matrix
β’ Be willing to carry out or assist with such tasks as may be required to achieve deliverables, or as reasonably requested by our clients
β’ Regularly familiarise yourself with companyβs portfolio of Products and Services, Customers, Suppliers and internal Procedures
Desired Experience & Qualification
Minimum National Senior Certificate / A/O Levels or equivalent
β’ N+, CCNA, A+, MCSE or equivalent Vendor/Industry technology certifications preferred
β’ Tertiary level diploma and/or degree, or ITIL certification, highly advantageous
β’ At least 3-5 years work experience ideally in the technology/service provider space, but not essential
β’ 1-3 yearsβ experience in technical support, networking, server, infrastructure, engineering, enterprise applications, and/or system integration
β’ Understanding of ICT and/or Telecommunications services and NOC/SOC management platforms
β’ Experience supporting or collaborating with customers (Enterprise), technology vendors and suppliers
Β« IIT System Administrator β NetworkingJava Software engineer Β»
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