Cisco Certified Network Associate

Boardroom Appointments; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Boardroom Appointments in Cape Town is seeking a Cisco Certified Network Associate who provides managed IT services, monitors client infrastructure, and resolves incidents to meet SLAs. The role focuses on first line support for standard and low complexity issues.

The ideal candidate has IT/Computing qualification, ITIL Foundation, CCNA Enterprise, and knowledge of Cisco Firewalls/ Routers. CCNP Enterprise or FortiGate SDWAN is an advantage.

Qualifications

• Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• Up to date and relevant ITIL certification (Foundation Level)
• CCNA Enterprise
• CCNP Enterprise an advantage
• FortiGate SDWAN an advantage
• Cisco Firewalls and Routers

Responsibilities

• Monitor client infrastructure and solutions
• Identify problems and errors prior to or when they occur
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigate first line incidents assigned and identify the root cause of incidents and problems
• Fulfil approved requests following agreed procedures
• Provide telephonic or chat support to clients when required
• Execute approved maintenance activities including patching and configuration changes
• Follow the required handover procedures for shift changes to ensure service continuity
• Report and elevate incidents where necessary
• Ensure the efficient and comprehensive resolutions of incidents and requests
• Proactively identify opportunities for work optimisation
• Update existing knowledge articles or create new ones
• Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.

Skills

Communication

Cross-cultural collaboration

Project planning

Pressure handling

Active listening

Adaptability

Client focus

Education

IT/Computing degree or diploma

Tools

FortiGate SDWAN

Cisco Firewalls & Routers

Job description

About the job Cisco Certified Network Associate

Key purpose:

Engineer is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Cisco Certified L1 Engineer focuses on first line support for standard and low complexity incidents and service requests.

Duties and responsibilities:

• Monitors client infrastructure and solutions
• Identify problems and errors prior to or when they occur
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigate first line incidents assigned and identify the root cause of incidents and problems
• Fulfil approved requests following agreed procedures
• Provide telephonic or chat support to clients when required
• Execute approved maintenance activities including patching and configuration changes
• Follow the required handover procedures for shift changes to ensure service continuity
• Report and elevate incidents where necessary
• Ensure the efficient and comprehensive resolutions of incidents and requests
• Proactively identify opportunities for work optimisation
• Update existing knowledge articles or create new ones
• Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.

Qualifications and experience:

• Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• Up to date and relevant ITIL certification (Foundation Level)
• CCNA Enterprise
• CCNP Enterprise an advantage
• FortiGate SDWAN an advantage
• Cisco Firewalls and Routers

Knowledge, skills and attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plans activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey