Cisco Network Support Technician (L1 and L2) – ALTRON

Title

Cisco Network Support Technician – (L1 and L2)

We are looking for Cisco Network Support Technician to perform support activities required to support the relevant OEM Data and voice networking solutions in an infield technical environment.

Ensuring up-time and availability by providing a professional service at all times to the Customer within SLA. (1st Line Support and 2nd Line support)

Key responsibilities:

• To provide infield support on network solutions, and the associated services
• Ensure all calls are carried out timeously and effectively and to the satisfaction of the customer
• Ensure that requests for assistance received via the Altron Service Desk are attended to accurately and efficiently
• Where required, to provide customers with updates or feedback on calls that is logged on the call logging system
• Assist Network team to meet identified SLA’s
• Actively support team on common goals and participate in high team performance.
  Provide 24×7 technology platform and customer support on a rotating basis
• Continuous broadening of own technical skills and problem solving
• Engaging in formal and informal knowledge transfer
• Time management in accordance with Customer service requests and SLA
• Ensure that Network Solutions are monitored and proactively managed to required service levels and administered for the customer
• To perform junior level support for day-to-day operations
• Be able to diagnose hardware and software related issues on Network equipment

CORE RESPONSIBILITIES:

• Standard Operating Requirements
• Complete all assigned Incidents within SLA requirements
• Coordinate service request resolution

Staff Leadership and Management

• To successfully complete all training and to maintain certification requirements to fulfil job specifications

Governance and Risk Management

• Closed calls (Incidents) within specified priority times (SLA) by the team – target 100%
• All requests and Projects completed on time by the team – Due Date
• Make sure that all calls are updated timeously and with full accurate details

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• To be mentored by a Network Senior and guided to gain operational knowledge and experience

Reasons for Interaction:

• Ensure the effectiveness of the customer SLA
• To receive tasks, provide feedback and receive guidance

External:

• Network Customers
• Maintain Fast, efficient customer service
• Be a catalogue for Altron
• Gain Experience in cross skilling

Reasons for Interaction:

• Maintain Network customers SLA

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric

Professional Qualifications

• Current and Valid OEM Second Level certifications (e.g. CCNA, CCNP, HCIP)
• ISE experience will be advantages

Years of Experience

• Minimum 2 – 4 Years

Other requirements

• Network experience would be highly beneficial
• Strong people skills
• Methodical and strong administration skills
• Strong oral and written communication skills
• Cross vendor capabilities
• Good troubleshooting skills is essential
• Strong communication skills, both written and verbal
• Must be a team player
• Well organized and be able to priorities
• Service orientated mind set
• Time management
• Proven background in IT support environment

Behavioural Competencies          

The incumbent is required to have demonstrated the following competencies:

• Well presented
• Interpersonal Skills
• Emotional intelligence
• Stress management

Education

National Certificate Level 4 (N4) / Grade 12 (Required)

Languages

English