My client, a leading ICT company with a national footprint, seeks to employ an experienced Cisco Qualified Service Desk Support Engineer to contribute to the provision of quality services by providing support in a professional and efficient manner to clients.

You will be required to demonstrate initiative and work as an enthusiastic team member in accordance with the organization’s office routines, culture and procedures, keeping in mind the overall business objectives.

Knowledge & Experience :

• Meticulous attention to detail.
• Ability to communicate at all levels.
• Deliver a high quality service to customers that exceed expectations

Job description
• First level telephonic and technical support (Wide Area Networks, VoIP, internet access, hosting and Electronic Commerce and many more)
• Access services include fibre, microwave, Satellite, diginet, ADSL, 3G and Wireless
• Understanding and use of monitoring and management tools such as Netcool, Infovista, MSPI, Cisco QPS, Palladion, Voogle, Axess, in order to investigate and resolve issues and complete requests
• Management and reporting of access links to internal and external suppliers in South Africa and internationally; vendor management / escalation to ensure quickest possible restoration of services
• Log all incidents and customer queries and track the issues through to resolution. This includes timely and accurate recording of symptoms, and progress and updating of status information
• Conduct first level problem determination using existing procedures and available tools. This includes logging in to Cisco and other network devices,
• Resolve 70% of network-related calls at 1st level, using SOP (Standard Operating Procedures) and other guidelines for assistance
• Reduce the average time to Restore / Resolve calls on a month-to-month basis
• Ensure incident resolution within SLA, by escalating to second line support, other specialist departments and external third party companies;
• Ensure timely and correct escalation of incidents when necessary; escalate severe service issues as appropriate to the awareness of these
• Keep the customer updated on the progress and status of the call
• Work on special projects as assigned

Job knowledge:
• Understanding of IP, GSM and Telecommunications / ICT industry
• MPLS networks
• Cisco products
• Analysis and diagnosis of incidents
• CRM / Service Management system such as Siebel, HP SD, Remedy, etc
• Product knowledge – Access services, Broadband services, VoIP, ECommerce,
• Network diagnostic tools and methods

Job Experience & Education:
• Matric Certification (essential)
• CCNP certification (essential)
• 3 Year Degree / equivalent Diploma in engineering / Information Technology / computer science (desirable)
• ITIL Certification(s) (desirable)
• 1 -2 years on an ICT Service Desk of which 6 months must be in a complex IP routing environment
• At least 6 months of technical support of ICT services

Note:
Must be prepared to work shifts – 24 X 7 X 365,; Alternatively, may work business hours or ‘Extended Business hours.