First Resolution Support EngineerNetwork Engineer

Gauteng 14 May

Galeboe Professional Services

  • Description

    Monitor infrastructure • Check that assigned infrastructure at the client site is configured, installed, tested and operational
    • Perform necessary checks, apply monitoring tools and respond to alerts
    • Confirm that the assigned infrastructure at the client site is configured, installed, tested and operational
    • Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirement Incident and Request Resolution • Investigate first line support calls assigned to them and identify the root cause of incidents and problems
    • Manage efficient and comprehensive resolution of incidents and requests including ensuring that repairs are carried out by coordinating product requests and liaising with other team members
    • Report and escalate issues to 3rd party vendors if necessary.
    • Full ownership for managing the incident to resolution within the service level conditions.
    • Where necessary, escalate requests and exceptions
    • Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by procedures
    • Identify failures and short-comings in the current processes and escalate with recommendation
    Incident and Request Resolution • Investigate first line support calls assigned to them and identify the root cause of incidents and problems
    • Manage efficient and comprehensive resolution of incidents and requests including ensuring that repairs are carried out by coordinating product requests and liaising with other team members
    • Report and escalate issues to 3rd party vendors if necessary.
    • Full ownership for managing the incident to resolution within the service level conditions.
    • Where necessary, escalate requests and exceptions
    • Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by procedures
    • Identify failures and short-comings in the current processes and escalate with recommendation

    Matric, CCNA/A+/N+; MCSE Qualification advantageous
    General understanding of:
    Networking
    ITaaS
    Comms
    Cloud
    Basic understanding of routing and switching
    Working knowledge of Netcool; Sysmon; Syslog; Siebel; basic sysAdmin knowledge
  • Number of vacancies: 1
  • Requirements

  • Minumun level of education: Grade 12 /N4 (Matric)
  • Years of experience: 2
  • Language(s): English
  • Driver's license: EB
  • Availability for travel: No
  • Availability for change of residence: No

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