Event Management Engineer - Networks in Johannesburg at Logicalis

ROLE RESPONSIBILITIES:

• Event management - monitoring alarms from Logicmonitor and other tools, opening incidents in the ticketing system and notifying customers of an event within defined SLAs.
• Contact third party suppliers to log support calls, obtain updates on open support calls or request technical advice.
• Liaise with logistics team to ensure spares are delivered to a customer site where required.
• Liaise with the Maintenance team to ensure required parts are sourced and shipped to a customer site within SLA.
• Manage the “planned maintenance” process, receiving Carrier notifications of downtime and notifying the customer of any impact to service.
• Work closely with resource management to organise engineer to site where required.
• Carry out remote diagnostic tests and checks when incidents are logged by customers.
• Escalating calls to senior engineers or management as appropriate.
• Liaison with internal departments, vendors and suppliers where required.
• To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
• To ensure all requests meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Provide advanced diagnostics when appropriate.
• Implement routine and minor Change Requests.
• Actively seek to improve and grow own skill and knowledge in appropriate areas.
• Identifying and recommending improvements for the 1st Line Support operation
• Carry out housekeeping tasks.
• Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
• Handle incoming emails from customers, resolver teams and service management ensuring they are acted upon in a timely manner.
• Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
• Assist with the implementation of Customer projects, internal support projects or support administration tasks.
• Ad-hoc duties as required.

DELIVERY RESPONSIBILITIES:

• Attend the Change Advisory Board for customer change requests.
• Attend meetings and working parties to represent Operations where necessary.
• Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site.
• Helping to identify gaps in existing technical documentation, knowledge and skills.
• Creating and maintaining of technical customer documentation.
• Ensuring customer transition pre-requisites are delivered by EPM and Project Management.
• Undertake technical audits for key customers where issues have been identified.

KEY PERFORMANCE INDICATORS:

KPI’s

• Change Implementation Quality.
• Complete Partnership and Technical Skill Certifications Requirements.
• Customer and End User Satisfaction and Relationships.
• Customer Service Improvements.
• Identify Project Opportunities.
• ISO 270001 and 20000 Compliance.
• Project Execution and Service Transition Quality.
• Ticket Management Disciplines and SLA’s.
• Timesheet Completion Quality.
• Any added goals.

Skills and Competencies

• Accountable Execution.
• Agile Transformation.
• Cross-Business Engagement.
• Entrepreneurial Spirit.
• Excellent Customer Solutions.
• Impactful Communication.
• Inclusive Teamwork.
• Positive Resilience.
• Self-Driven Learning.
• Smart Decision Making.

PERSON REQUIREMENTS:

EXPERIENCE:

• Minimum 2 years general IT support experience.
• Minimum 2 years dedicated networking/security experience.
• LAN, WAN and network security experience.
• Strong understanding of network infrastructure, network hardware and networking protocols.
• Ability to implement, administer, and troubleshoot network infrastructure devices, including but not limited to routers, switches, access points, wireless controllers and firewalls.
• Knowledge of application transport and network infrastructure protocols.
• Ability to create accurate network diagrams and documentation for design and planning network communication systems.
• Ability to think through problems and visualize solutions.
• Capable of providing specific and detailed information for hardware and software selection.
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.

QUALIFICATIONS:

• National High School Senior Certificate (or equivalent)
• CompTIA A+
• CompTIA N+ (preferable, not mandatory)
• Cisco CCNA or Fortinet NSE 4 certified - mandatory
• Cisco CCNP, Fortinet NSE 4,5,6 – preferred, but not mandatory
• ITIL v3 Foundation - preferred, but not mandatory