CASE MANAGEMENT FOLLOW UP AND RESOLUTION
The L2 Network Engineer:
- Manage ticketing tool to track, update and process customer cases daily.
- Acknowledge incidents within agreed SLA.
- Provide advanced technical support to ensure service delivery or service restoration.
- Transfer/Relay cases to other support entities for either remote or on-site intervention.
- Ensure that service level agreements are met for all requests delivery and incident resolution.
- Contribute in the handling and resolution of customer escalations.
INCIDENT MANAGEMENT
The L2 Network Engineer:
To manage customer issues and or requests relating to the customer infrastructure according to Service Level Agreement and standard incident management processes. These technologies may include but are not exhaustive to Aruba, Cisco and Juniper.
TECHNICAL SUPPORT
- Support Field engineers and customers for service requests, regularly providing updates of status.
- Ensure configuration/migration on backbone and customer sites remotely for activation of customer services.
- Verification of router, switches and network nodes configurations and correct where required as per perimeter and engineering rules.
- Migration and upgrade of equipment.
- Ensure customer acceptance tests are performed successfully.
- Ensure Supervision of equipment is activated/deactivated where required.
- Update CI tools (Configuration Items) after each operation performed.
- Appropriately categorize, prioritize, and escalate incidents and service requests which resolution is not found.
- Ensure resolution is performed within the defined SLA levels.
- To handle changes and requests on customer's network infrastructures & technologies with respect to the defined Service Level Agreement.
- Change may be initiated following customer or internal requests.
- Participate in daily team meetings to discuss and address concerns related to backlog.
WHAT WE ARE LOOKING FOR:
IT Proficient:
- Good experience on Network, Security, Firewall environment.
- Perform Configuration changes / Technical support on new technologies SDWAN/SDLAN and on traditional network (CE / PE routers / Managed LAN devices like switches, WLC's, AP's)
- Excellent Knowledge on networking concepts like routing protocols (BGP, OSPF, MPLS) and switching services such as (but not limited to) STP, VLAN and LACP/HSRP
- Ensure changes does not compromise overall customer LAN & WAN integrity.
- Excellent Knowledge on Extranet/Internet protocols (TCP-IP, SMTP/POP, DNS, Proxy etc.)
- Offer crucial support in troubleshooting problems related to STP, Wireless, Voice and WAN networks.
- Working knowledge of the operation and maintenance of enterprise-wide networks.
- Mentor junior NOC team members, offering training and performance feedback.
- Strong verbal and written communication skills
- Conversant with MS Office Software Suite: Word, Excel, Outlook etc.
Knowledge:
- A very good knowledge of the following technologies: Cisco, Cisco Viptela, Aruba, VMWare VeloCloud, Wifi-Controller, IOT Virtual Controller, DHCP, IPAM, Telephony (Ring Central/Audio Code), AWS.
- ITIL V3 or V4 Foundation, CCNP, CCNA, Security Certification.
- Process and Standards
- Support/service Organization
- Customer Relationship Management
- Good concept of Incident and Change management
Abilities:
- Excellent customer facing skills are required.
- Excellent troubleshooting and analytical skills.
- Good time management, and organizational skills.
- Teamwork uses a team approach to solve problem when appropriate.
- Ability to build relationships with peers and management levels and customers.
- Flexibility in terms of working hours.
- Results driven/orientated, and problem-solving skills.
- Willingness to learn and expand knowledge.
- Expert troubleshooting and incident resolution
- Good Coaching and training Skills
