4 weeks ago
Job title : Network Engineer (L2) – SDWAN
Job Location : Gauteng, Johannesburg
Deadline : October 23, 2024
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This role may also contribute to / support on project work as and when required.
What you’ll be doing
Key Roles and Responsibilities:
- Proactively monitors the work queues
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
- Updates tickets with resolution tasks performed
- Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner
- Captures all required and relevant information for immediate resolution
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
- Communicates with other teams and clients for extending support
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record
- Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
- Works with automation teams for effort optimization and automating routine tasks
- Coaches Service Desk and L1 teams for technical and behavioral skills
- Establishes monitoring for client infrastructure
- Identifies problems and errors before they impact a client’s service
- Leads and manages all initial client escalation for operational issues
- Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
- Ensures all changes are carried out with proper change approvals
- Plans and executes approved maintenance activities
- Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
- Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
- May also contribute to / support on project work as and when required
- May work on implementing and delivering Disaster Recovery functions and tests
Academic Qualifications and Certifications:
- Bachelor’s degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
- 4 – 6 years working as a SDWAN Engineer.
- CCNA, CCNP or equivalent certification
- NSC Certification 4 and 5 is a must
- NSC Certification 6 and 7 would be advantageous
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
- Additional skills proficiency such as:
- 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
Required Experience:
- Moderate years of relevant managed services experience
- Moderate level knowledge in ticketing tools preferably Service Now
Knowledge, Skills 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 pressurized 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.
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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