To Assist the Service Delivery Manager as well as Account Managers with the overall delivery of Networking solutions, pre-sales functions, projects and support services to Bytes Si clients.
To create and develop trusting relationships with the client (Client satisfaction) and any 3rd party vendors who also provides services to the customer.
Main Responsibilities / Tasks:
1. Implement, Manage and support Network systems that comprise of Switches, Routers, Firewalls, Wireless devices and VOIP systems.
2. Fulfil a Pre-Sales function in designing Network and VOIP systems as per Tender or Customer requirements. This must accompany detailed drawings, detailed device lists as well as hours required to Install/configure with an implementation plan.
3. Site support for networking systems. .
4. Liaise with outside vendors ensuring minimum downtime to customer systems.
5. Obtain an in depth understanding of the infrastructure installations at company customers.
6. Identify areas for service improvement from all the above. Ensure a process of continuous improvement is carried out.
7. Assist with proof of concept testing when required. Provide input and assist with infrastructure expansion designs and installations.
8. Adhere to company and Customer safety policies and procedures
9. Provide a high-level technical escalation role for the On-site engineers.
10. Provide 2nd line support for all network problems. Resolve problems remotely and if necessary go to site, including Africa.
11. Liaise with outside vendors ensuring minimum downtime to the client customer base.
12. Supervise work undertaken by hardware, software and network suppliers and contractors to ensure quality meets client and customer standards.
13. In conjunction with the on-site engineers, ensure relevant documentation for systems implemented is kept up to date: white files, network diagram's, SOP’s, service continuity etc.
14. Identify areas for service improvement from all the above.
15. Provide back-office support to remote sites when required. Ensure they comply with operations standards.
16. Own the afterhours support function when on standby.
17. Obtain and Maintain manufacturer certification as required.
18. Must have own reliable transport.
3. KPA and KPI Definition
No Job Objectives (KPA) KPA Weight % KPI’s KPI Weight %
1 Human Capital
(To ensure continuous self-development in terms of knowledge and skills in respect to the internal and external customer’s requirements) 25 To be competent in the specific internal and external client’s systems, software and hardware requirements and provide proof to the Site Operations Manager / Service Delivery Manager within 48 Hours after completion. 60
To ensure that the employee keeps to the work schedule and any deviation must be communicated verbally within a reasonable timeframe to allow for alternative arrangements to be made by the Site Operations Manager / Service Delivery Manager. 40
2 Customer
(To ensure that the Service Level Agreement (SLA) is met as per internal and external customer requirements.) 50 To provide accurate and professional input when acting in a pre-sales capacity and to ensure that the customer receives the relevant technical information 50
To ensure that calls logged are followed up / escalated, serviced and closed within the agreed SLA. 25
To ensure that all tasks are achieved as defined in the project deliverables. This should be endorsed in the form of a sign-off when relating to projects. 25
3 Quality & Process
(To ensure that the quality and processes of internal and external customers are adhered to as specified in the company’s policies and procedures) 25 To ensure compliance with internal and external client’s safety and security regulations as well as Occupational Health and Safety Act requirements. 35
To adhere to Internal and External customer’s electronic code of conduct. 30
To ensure best practises in respect to Site housekeeping and preventative maintenance are performed as specified in the task / maintenance list. 35
4. Summary of Job Requirements
Formal Qualifications Required Essential / Desirable
CCNP Data Essential
CCNP Voice Essential
CCNA Wireless Essential
CCNP Security Desirable
CCDA Cisco certified design associate Desirable
Bluecoat Proxy Essential
Job Related Experience Required Time Span Essential / Desirable
CCNP 3 – 5 Years Essential
Strong router and switching experience, POC, installations and maintaining of the equipment 2 – 5 years Essential
Wireless Experience 2 – 5 years Essential
Discovery Tools 2 – 5 years Essential
Worked with bandwidth management tools, Cisco WAAS 2 – 5 years Essential
Firewall experience 2 – 5 years Essential
Must be able to present solutions and interact with customers 2 – 5 years Essential