Key Responsibilities:

• Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational.
  
• Perform necessary checks, apply monitoring tools and respond to alerts.
  
• Identifies problems and errors prior to or when it occurs and logs all such incidents in a timely manner with the required level of detail.
  
• Assists in analysing, assigning, and escalating support calls.
  
• Investigates third line support calls assigned and identify the 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, analyze and recommend improvement in quality.
  
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
  
• Proactively identifies opportunities 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 as required.
  

Requirements

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.
  
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
  
• Ability to maintain a positive outlook at work.
  
• Ability to work well in a pressurised 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.
  

Additional skills proficiency such as (but not limited to) 

Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASr and ISr routers / 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 for dIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCrT, Logic Monitor.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
  
• CCNP or equivalent certification.
  
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
  
  

Required experience:

• Seasoned experience required in 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.