Network Administrator

🗏Job Type

Full Time

Our client in the Telecommunications industry is looking for an experienced Technical Support Engineer.

Duties & Responsibilities
Act as the primary interface into/from the Technical Support function within the business, servicing external and internal business stakeholders. Provide technical support to Customers, Suppliers and Internal staff – for incidents and service requests. Manage all stakeholder expectations and service levels throughout any engagement with Technical Support, within a culture of service excellence and problem ownership.



Key Responsibilities:
• Supporting global business operations as part of a 24/7 function (primarily UK, SA, Australia, Singapore)
• Support live services across multiple technology stacks focused on Telco, Network, Security and Cloud
• Responding to, troubleshooting and resolving incidents with minimized disruption to service and SLAs
o Identification of possible risks or problems and escalate to senior staff members
• Responding to, and fulfilling service requests in line with managed service offerings and SLAs
• Post resolution diagnosis and assistance in determining Root Causes and Reasons for Outages

• Monitoring incoming events and alerts
o Sending proactive notifications and updates to clients in regards to service events
o Raising incidents with Suppliers following service events detected
• Partnering with Delivery team on projects and service delivery
• Assisting Technical team in the provisioning, testing and troubleshooting of:
o Customer technology infrastructure (eg. CPEs)
o Supplier products/services
o Internal staff hardware and software
• Datacentre and customer site visits for infrastructure installations, maintenance and/or changes
• Establish and maintain effective working relationships with cross-functional inter-organizational teams
• Inputs to creation and maintenance of Support standards, reports, processes and documentation
• Customer satisfaction based on response times and timeous resolution / fulfilment
• Flexibility for 24/7 standby structure and rotation
• To be a professional and courteous representative for the company at all times
• Fulfil any training and/or examination requirements as per the Company’s skills and certification matrix
• Be willing to carry out or assist with such tasks as may be required to achieve deliverables, or as reasonably requested by our clients
• Regularly familiarise yourself with company’s portfolio of Products and Services, Customers, Suppliers and internal Procedures

Desired Experience & Qualification
Minimum National Senior Certificate / A/O Levels or equivalent
• N+, CCNA, A+, MCSE or equivalent Vendor/Industry technology certifications preferred
• Tertiary level diploma and/or degree, or ITIL certification, highly advantageous
• At least 3-5 years work experience ideally in the technology/service provider space, but not essential
• 1-3 years’ experience in technical support, networking, server, infrastructure, engineering, enterprise applications, and/or system integration
• Understanding of ICT and/or Telecommunications services and NOC/SOC management platforms
• Experience supporting or collaborating with customers (Enterprise), technology vendors and suppliers

Job id : , #77060, 170 views,

« IIT System Administrator – NetworkingJava Software engineer »