1st Line Network Engineer

MindMatch Consulting; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A technical support company is seeking a candidate for a role focused on providing technical responses to incidents reported by customers. This position requires strong problem-solving skills and the ability to communicate effectively with clients. Ideal candidates will have experience with Cisco platforms and a commitment to maintaining high standards of client satisfaction. This role covers various technical areas and offers opportunities for personal growth.

Qualifications

• Previous experience with a ticketing system is beneficial.
• Strong adaptability to changing technologies.
• Relevant certifications in listed technologies are an advantage.

Responsibilities

• Support clients on issues via phone or email.
• Achieve SLA targets by managing urgent tickets.
• Document all client information accurately.
• Liaise with third-party suppliers for support.
• Own and keep clients informed about issue resolutions.

Skills

Problem-solving

Communication skills

Time management

Attention to detail

Adaptability

Tools

Cisco Security Platforms

Service Now

Traffic analysis tools

Job description

Overview

The primary function of this role is to provide a technical response / fix to incidents and service requests reported by customers, performing second line diagnostics to resolve or identify the best possible next escalation path. This role is based within a team that works a shift pattern covering Monday to Friday between 8am and 6pm (UK Time).

Required previous technical experience with a proven ability to perform technical diagnostics and administration across some / all of the following technical areas:

Responsibilities

• Supporting The Customer – Work on issues raised by clients, understand different business needs and record all key information to support them. Support can be via phone or email. Adherence to company & client processes to deliver an outstanding experience. Utilising a range of remote access & monitoring tools to troubleshoot issues.
• Achieving SLA targets – Manage time to prioritise urgent tickets while ensuring all requests meet the contracted SLA.
• Customer Satisfaction – Own issues through the initial phases of support and keep clients informed of progress. Work with clients to ensure quick and effective resolution. Deliver effective communication with all customers including Directors.
• Documentation – Ensure all client documentation is updated and correctly recorded in the relevant system to aid effective closure times. Documentation includes client infrastructure, emails, and updates to systems to aid the support process and allow other parts of the business to manage the end-to-end process. Data should be accurately recorded in the Help Desk System to support reporting on services, ticket status and activities undertaken.
• Liaising with 3rd party suppliers – When necessary, request support from external suppliers regarding hardware, software or connectivity. Communicate updates to the customer and ensure 3rd party meets its SLA targets.

Skills / Interests Required

• A strong desire and focus on continued improvements and personal development
• A desire to be part of an overall team and achieve team goals, providing guidance to junior engineers
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders
• Outstanding problem-solving skills
• Proven ability to work under pressure and with other team members
• Strong time management and self-motivation skills
• Keeping up to date with current industry trends and emerging technologies and best practices
• Previous experience with a ticketing system (Service Now experience beneficial)
• High attention to detail and a commitment to delivering high quality work
• Exceptional documentation work, including updating, improving & creation of documentation.
• High adaptability skills to keep up with changing technologies and environments, with the willingness to continuously learn and improve

Experience Required

• Cisco Routing & Switching platforms including ISR, ASR, Catalyst and Nexus to a Tier 2 level
• Cisco Security Platforms including firewall experience
• Cisco wireless platforms including controllers and access points
• Tier 2 Broadband support including traffic shaping
• Experience of Extreme routing and switching
• Knowledge of Meraki solutions
• Knowledge of Fortinet solutions
• Network design, implementation & troubleshooting
• Configuring & managing VLANs, VPNs
• Network security principles & practices
• Monitoring and managing network performance and skills with traffic analysis tools
• FortiGate, Palo Alto, Meraki, firewall experience preferred
• Incident response and handling of security breaches

Certifications

• Relevant and recent certifications in listed technologies are an advantage.