Network Specialist
As a Network Specialist, and as part of the technical support team, you will be responsible for providing expert level networking and machine-to-machine data communication support to ensure a positive customer experience. You will interact daily with customers, vendors and internal team members, and will be the final point of escalation for support queries related to data communication and networking. You’ll also be a point of reference for the Support team to ensure that policy and procedures around networks are being followed correctly.

DUTIES
• Assume ownership of new, escalated (from Tiers 1 and 2) and open service tickets
• Respond to client network outages and emergency situations
• Perform share of 24-hour standby on-call rotation with the Support Team
• Support and assist team members, and work as a liaison between Support, Fulfilment and Field Ops to ensure acceptable MTTR (Mean Time to Repair)
• Strive to achieve service level targets
• Handle specialised functions and perform special projects as required
• Monitor, mentor and train the Support team
• Diagnose the root causes of technical network related complaints, propose alternate solutions and run Proofs of Concept (POCs) to determine viability
• Work independently and with management to continuously improve processes and procedures
• Assist in generating and maintaining policy/procedure, knowledge base, training and customer facing documentation
• Work with the Systems team to inform the design/development of customer and staff solutions

EXPERIENCE AND QUALIFICATION

Degree in Engineering or Computer Science

5-8 years experience in the machine-to-machine data communication environment (voice and data), as well as the following certifications:
• Certified Network Associate or equivalent
• Certified Routing Engineer or equivalent
• Certified Network Traffic Control Engineer or equivalent
• Certified Security Engineer or equivalent

Experience:
• Internet/telco service provider equipment and networking knowledge
• Specialisation in at least three of the following:
• Networking design and architecture
• Network performance
• Switches, VLANS
• PPP, Dynamic Routing, BGP, OSPF, IPSec
• Security and network penetration testing
• Threats, hacks, vulnerabilities
• Risk management, identity and access

Remuneration:
Negotiable around R30k CTC / month