Job Description - Tier 3 engineer – Fibre Networks
Roles and responsibilities:
As the Tier 3 engineer your responsibility will include overall technical design, oversight and tier-3 support for any ISP, Fibre networks or shared office services currently offered. Namely; mail, internet breakout, BRAS, routing, RADIUS, billing, portal, CPE and PABX deployed
You are also responsible for the design, implementation and technical management of the ISP services over other networks as part of the ISP Open Access roll-out strategy

All current reporting tools are to be used and any new ones engineered in the future
Duties:
- On-going integration of new hardware and software systems for the current product portfolio and any new portfolio’s that are strategic
- Research and development of new products or services to keep the ISP current in its service offerings
- Maintain accurate records for accurate reporting of users trends
- Maintain accurate records of monthly billing of voice usage and line rental
- Maintain hardware and software components to keep them operating efficiently
- Keeping up with relative market trends and make sure the ISP stays competitive
- Setup and maintain preventative maintenance procedures and policies
- Networks, operations, monitoring, fault reporting, report writing
- To be a 2IC to the CTO

Requirements:
- Support telecommunication systems remotely (with s specific focus on ISP client needs) as far the ISP focus areas will allow
- Perform basic remote troubleshooting and resolve issues where possible on broadband Internet home gateways, telephone, voice and Wi-Fi-
related queries (where applicable)
- Keep very accurate reports on fault details and resolution process
- Respond to queries in a professional friendly and timely manner
- Liaise with the relevant network on support escalations and site visits (if the need arises)
- Manage applications and new activations process whilst communicating with the all the relevant parties to get the new connections activated
- Ability to work unsupervised and able to check one’s own work
- Ability to report monthly statistics to the Exco committee

Personality profile:
• General work ethic of trust, honesty, integrity, punctuality and diligence
• Must be a team player that is able to work with and teach others
• Customer centric
• Self-motivated
• Effective communication skills – verbal and written
• Presentation skills
• Willingness to accept responsibility
• Ability to work under pressure and deal with difficult clients and/or network engineers
• Ability to influence / organise the environment to achieve goals
• Change through participation and pro-activeness
• Initiative and drive, must be results-driven
• Decision making – decisiveness and ability to follow-up on decision and quality of judgement
• Technical ability in own specialist field

Skills and qualifications advantageous:
- N6 certificate or equivalent (MCSE, N+, CCENT, CCNA, MTCNA is advantageous)
- 5 Years + experience in network architecture and administration as well as experience in supporting telecommunication services and/or
equipment and operating systems
- Technical aptitude
- Solid understanding of desktop computer operating systems, tablet and smart phone devices, Web browsers and email
- Solid understanding and ability to troubleshoot network equipment, PABX and client CPE devices
- Self-motivated, precision worker that takes pride in their work
- Effective telephone communication using questioning and attentive listening skills
- Ability to effectively deal with job stress and irate customers
- Ability to build positive business relationship with clients.
- Driver’s license & own transport
- Integrity and ability to work unsupervised and able to check own work
- Ability to work in a team
- Good Business and Human Relations skills
- Willingness to Learn and Solve Challenging problems
- Ability to work under high pressure situations and flexibility work times if required
- Problem Solving capability
- Analytical thinking, accurate reporting and excellent people and communication skills essential.
- Availability to work after hours and be on standby support for the call centre