Job Opportunities at Nexio

ROLE PURPOSE

• A Junior Back-up Engineer is responsible for the technical support and administration of the Veritas NetBackup and DELLEMC Networker environments, from implementation, maintenance, and ongoing support.

ROLE REQUIREMENT
Following is a summary of the essential functions for this job.
Other duties may be performed, both major and minor, which are not mentioned below. Refer to full Job Description:

• Understanding of Data Protection, Backup and Restores
• Understanding of Data Archive
• Monitor self-service customer backups (using automated reports & tools)
• Manage capacity and performance of the backup infrastructure ensuring the integrity of the infrastructure on a day to day basis
• Monitor backup server environment, acknowledge incidents/problems, and resolving according to organization processes and procedures
• Troubleshoot performance issues related to the backup and recovery environment and recommend solutions
• Resolve escalated and complex incident/problem reports, and provides root cause analysis for incident reports, providing descriptive and timely updates for all assigned incidents/problems to appropriate management staff
• Liaison to vendors on vendor related incidents/problems
• Assist in mission critical restores.

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TECHNICAL / PROFESSIONAL COMPETENCIES

• EMC Networker backup solution administration, installation, configuration, proactive maintenance, ensure backups running within SLA
• Veritas NetBackup backup solution administration, installation, configuration, proactive maintenance, ensure backups running within SLA
• Proactively manages backup infrastructure and operations including hotfixes, code upgrades, performance optimizations and alert monitoring
• Must have good knowledge in troubleshooting backup failures on Windows, Linux, and Solaris machines.
• Must have good knowledge of Policy, workflow, group, and clients for Configuring the backup.
• Should have knowledge in handling the reports in EMC Networker and Veritas NetBackup
• Produce regular reports for management, to assist in cost recovery, capacity planning, analysis, and consolidation
• Performs defined backup and recovery baseline testing, participates in audits
• Capacity reporting and governance

QUALIFICATIONS & EXPERIENCE

• Matric
• In-depth knowledge and 2+ years of experience in Veritas NetBackup Data Protection product suites
• In-depth knowledge and 2+ years of experience in Dell EMC Data Protection product suites
• Technical and/or professional certification with one of Data Protection and Recovery Tools (Veritas NetBackup and EMC Networker essential)
• Good network knowledge and experience (essential)
• Solid knowledge and working experience with Linux (essential)
• VMware experience (advantageous)
• EMC SAN experience (advantageous)

LEADERSHIP COMPETENCY REQUIREMENTS

• Exceptional team engagement skills.
• Excellent verbal and written communication.
• Extensive industry knowledge with an eye towards the future.
• Diplomacy And Patience
• People Skills
• Strategic Thinking
• Listening
• The Ability To Set And Execute the Vision of the Company
   

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ROLE PURPOSE

• The Service desk Engineer L2 is the first point of contact for Vodacom\Nexio users and customers in request of support via Telephone/email or Automation.
• While providing the highest customer service, the service desk agent answers incoming calls, tracks all information on the Remedy system along with their expertise to resolve the customer's request in a timely fashion.
• The Service desk agent provides desktop support, such as password or account related queries, Outlook, VPN, APN (3G), monitoring and tracking of all systems. The Service desk agent will also play a key role in escalating unresolved customer problems, to a Level 3 engineer if it cannot be resolved at first line support.

ROLE REQUIREMENT

• The logging of all requests via telephone and email accurately into the Remedy System
• Manage end to end all calls logged and providing updates to keep customers
• Include all troubleshooting notes in logged request or incident.
• Provide first line support on all customer facing challenges and try and resolve on first
• Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.
• Identify trends by monitoring and analysing incoming calls, problems and support
• Use the required dashboards or views to track and escalate issues seamlessly
• Compile daily health checks within the environment to highlight any challenges or forthcoming attractions.
• Escalation and management of calls to agreed SLA’s
• Avoid requests from breaching target to meet client’s
• Manage all Pending UNA requests.

Additional Information:

• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Interpersonal skills
• Good judgment skills
• Good communication skills
• Behavioural traits such as attitude, motivation and time management
• Required to work shifts (24 x 7 x 365)
• Be prepared to perform standby duties and work irregular hours if required

TECHNICAL / PROFESSIONAL COMPETENCIES

• Resolve as much calls on first call resolution
• Perform daily health checks in the environment to assure all systems are fully
• Identify and learn appropriate software used and supported by the organization.
• Escalate queries beyond the scope to L3 support
• Regularly update and attend to all customer UNA queries and follow UNA process.

QUALIFICATIONS & EXPERIENCE

• Matric/Grade12
• At least 1-year previous call center experience (advantageous)
• Excellent language command: English/Afrikaans
• Good understanding of basic IT operations (essential)
• Experience in Remedy Service Desk (advantageous)
• A+ and N+ certified
• Excellent attendance and punctuality are required

LEADERSHIP COMPETENCY REQUIREMENTS

• Listening Skills
• The Ability to set and execute the vision of the company
• People Skills
• Strategic Thinking
• Exceptional team management
• Exceptional team management
• Excellent verbal and written communication.
   

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OVERVIEW  

• Our client requires technical dispatch operator to work within a fault management environment, providing a task and coordination management service.  

ROLE AND RESPONSIBILITIES:  

A Dispatch Operator is responsible for the following:  

• Managing Task and Network Management Elements.
• Attending to emails and telephone calls, reporting of escalations and assign tasks to operational teams performing first line maintenance/remote fixing of faults related to the client services environment.
• Identify high level (Service Impacting) task/elements, coordinate and manage until resolved.
• Manage, track & update open tasks/incidents in-hand with operational teams until resolution & closure. [Including faults in-hand external and/or 3rd Party vendors]
• Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical personnel).
• Report and or escalate any anomalies to standard operations process

KEY PERFORMANCE INDICATORS:  

The operations must review the following: 

• Build relationships - Work collaboratively with others, inside and outside Supplier, and at multiple levels within the organization. Meet commitments and build trust. Develop positive working relationships.
• Maintain Infrastructure Availability - Identify and resolve malfunctions that are negatively impacting services.
• Learn Troubleshooting - Initiate troubleshooting sessions that involve cross functional teams.
• Contribute to knowledge base - Document new knowledge gained from experience to the central database for use by teams.

Qualifications & Education Requirements  

• Matric/NQF Level 4 (Essential)
• Diploma or certification in any of the following disciplines: Information Technology/ Computer Science Information Systems (Advantageous)

Experience Required

• Knowledge of incident management 
• Knowledge of task Management 
• Basic understanding of Networks fundamentals 
• Experience working with call handling helpdesk environment.

Experience working with Remedy fault management system. (Advantageous)

• ITIL Foundation certification (Advantageous)
• IT knowledge (A+/N+/Windows Server Certification) and experience (Advantageous)

Knowledge and Skills Required 

• Analytical
• The ability to work in a team and to be proactive around self-learning 
• The ability to work under pressure and to tight deadlines 
• Willingness to assist with additional tasks given to the team  
• Interpersonal skills   

Special Requirements  

• Most important, be prepared to perform in a 24/7 environment, shift work, standby and overtime  
• Must be prepared to work outside of “working hours”. 
• Must be able to report to different reporting lines simultaneously.