Cisco Network Support Technician – (L1 and L2) needed at Altron Bytes Systems Integration

Job Description

We are looking for a Cisco Network Support Technician to perform support activities required to support the relevant OEM Data and voice 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 (1st Line Support and 2nd Line Support).

Key responsibilities:

• To provide infield support on network solutions and the associated services
• 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, provide customers with updates or feedback on calls that are logged on the call logging system
• Assist the Network team to meet identified SLAs
• Actively support the team on common goals and participate in high team performance
• Provide 24×7 technology platform and customer support on a rotating basis
• Continuous broadening of own technical skills and problem-solving
• Engage in formal and informal knowledge transfer
• Time management in accordance with Customer service requests and SLAs
• Ensure that Network Solutions are monitored and proactively managed to required service levels and administered for the customer
• Perform junior level support for day-to-day operations
• Diagnose hardware and software-related issues on Network equipment

CORE RESPONSIBILITIES:

• Standard Operating Requirements

  • Complete all assigned Incidents within SLA requirements
  • Coordinate service request resolution

• Staff Leadership and Management

  • Successfully complete all training and maintain certification requirements to fulfill job specifications

• Governance and Risk Management

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

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• To be mentored by a Network Senior and guided to gain operational knowledge and experience

Reasons for Interaction:

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

External:

• Network Customers

Reasons for Interaction:

• Maintain fast, efficient customer service
• Be a catalogue for Altron
• Gain experience in cross-skilling
• Maintain Network customers SLA

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric

Professional Qualifications:

• Current and Valid OEM Second Level certifications (e.g., CCNA, CCNP, HCIP)
• ISE experience will be advantageous

Years of Experience:

• Minimum 2 – 4 Years

Other requirements:

• Network experience would be highly beneficial
• Strong people skills
• Methodical and strong administration skills
• Strong oral and written communication skills
• Cross-vendor capabilities
• Good troubleshooting skills are essential
• Strong communication skills, both written and verbal
• Must be a team player
• Well-organized and able to prioritize
• Service-oriented mindset
• Time management
• Proven background in IT support environment

Behavioral Competencies:

• Well presented
• Interpersonal Skills
• Emotional intelligence
• Stress management