Event Management Engineer – Networks in Johannesburg needed at Logicalis

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Job title : Event Management Engineer – Networks in Johannesburg

Job Location : Gauteng, Johannesburg

Deadline : July 13, 2024

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ROLE RESPONSIBILITIES:

  • Event management – monitoring alarms from Logicmonitor and other tools, opening incidents in the ticketing system and notifying customers of an event within defined SLAs.
  • Contact third party suppliers to log support calls, obtain updates on open support calls or request technical advice.
  • Liaise with logistics team to ensure spares are delivered to a customer site where required.
  • Liaise with the Maintenance team to ensure required parts are sourced and shipped to a customer site within SLA.
  • Manage the “planned maintenance” process, receiving Carrier notifications of downtime and notifying the customer of any impact to service.
  • Work closely with resource management to organise engineer to site where required.
  • Carry out remote diagnostic tests and checks when incidents are logged by customers.
  • Escalating calls to senior engineers or management as appropriate.
  • Liaison with internal departments, vendors and suppliers where required.
  • To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
  • To ensure all requests meet or exceed the contractual Service Level Agreements.
  • Always maintain high customer-care levels.
  • Provide advanced diagnostics when appropriate.
  • Implement routine and minor Change Requests.
  • Actively seek to improve and grow own skill and knowledge in appropriate areas.
  • Identifying and recommending improvements for the 1st Line Support operation
  • Carry out housekeeping tasks.
  • Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
  • Handle incoming emails from customers, resolver teams and service management ensuring they are acted upon in a timely manner.
  • Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer.
  • Providing input to customer facing Technical Incident Reports.
  • Capturing repeat faults and undertaking root cause analysis.
  • Proactive identification of fault trends.
  • Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
  • Assist with the implementation of Customer projects, internal support projects or support administration tasks.
  • Ad-hoc duties as required.

DELIVERY RESPONSIBILITIES:

  • Attend the Change Advisory Board for customer change requests.
  • Attend meetings and working parties to represent Operations where necessary.
  • Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site.
  • Helping to identify gaps in existing technical documentation, knowledge and skills.
  • Creating and maintaining of technical customer documentation.
  • Ensuring customer transition pre-requisites are delivered by EPM and Project Management.
  • Undertake technical audits for key customers where issues have been identified.

KEY PERFORMANCE INDICATORS:

KPI’s

  • Change Implementation Quality.
  • Complete Partnership and Technical Skill Certifications Requirements.
  • Customer and End User Satisfaction and Relationships.
  • Customer Service Improvements.
  • Identify Project Opportunities.
  • ISO 270001 and 20000 Compliance.
  • Project Execution and Service Transition Quality.
  • Ticket Management Disciplines and SLA’s.
  • Timesheet Completion Quality.
  • Any added goals.

Skills and Competencies

  • Accountable Execution.
  • Agile Transformation.
  • Cross-Business Engagement.
  • Entrepreneurial Spirit.
  • Excellent Customer Solutions.
  • Impactful Communication.
  • Inclusive Teamwork.
  • Positive Resilience.
  • Self-Driven Learning.
  • Smart Decision Making.

PERSON REQUIREMENTS:

EXPERIENCE:

  • Minimum 2 years general IT support experience.
  • Minimum 2 years dedicated networking/security experience.
  • LAN, WAN and network security experience.
  • Strong understanding of network infrastructure, network hardware and networking protocols.
  • Ability to implement, administer, and troubleshoot network infrastructure devices, including but not limited to routers, switches, access points, wireless controllers and firewalls.
  • Knowledge of application transport and network infrastructure protocols.
  • Ability to create accurate network diagrams and documentation for design and planning network communication systems.
  • Ability to think through problems and visualize solutions.
  • Capable of providing specific and detailed information for hardware and software selection.
  • Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.

QUALIFICATIONS:

  • National High School Senior Certificate (or equivalent)
  • CompTIA A+
  • CompTIA N+ (preferable, not mandatory)
  • Cisco CCNA or Fortinet NSE 4 certified – mandatory
  • Cisco CCNP, Fortinet NSE 4,5,6 – preferred, but not mandatory
  • ITIL v3 Foundation – preferred, but not mandatory

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

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