Cisco Network Support Technician – (L1 And L2)

Cisco Network Support Technician – (L1 and L2)

We are looking for a Cisco Network Support Technician to perform support activities required to support the relevant OEM Data and voice networking solutions in an infield technical environment. Ensuring up-time and availability by providing a professional service at all times to the Customer within SLA.

Key Responsibilities:

1. To provide infield support on network solutions and the associated services.
2. Ensure all calls are carried out timeously and effectively and to the satisfaction of the customer.
3. Ensure that requests for assistance received via the Altron Service Desk are attended to accurately and efficiently.
4. Where required, provide customers with updates or feedback on calls that are logged on the call logging system.
5. Assist Network team to meet identified SLA's.
6. Actively support team on common goals and participate in high team performance.
7. Provide 24x7 technology platform and customer support on a rotating basis.
8. Continuous broadening of own technical skills and problem solving.
9. Engaging in formal and informal knowledge transfer.
10. Time management in accordance with Customer service requests and SLA.
11. Ensure that Network Solutions are monitored and proactively managed to required service levels and administered for the customer.
12. Perform junior level support for day-to-day operations.
13. Diagnose hardware and software related issues on Network equipment.

Core Responsibilities:

1. Complete all assigned Incidents within SLA requirements.
2. Coordinate service request resolution.
3. Successfully complete all training and maintain certification requirements to fulfil job specifications.
4. Close calls (Incidents) within specified priority times (SLA) by the team – target %.
5. Ensure all requests and Projects are completed on time by the team - Due Date.
6. Make sure that all calls are updated timeously and with full accurate details.

Communications & Working Relationships:

Internal: To be mentored by a Network Senior and guided to gain operational knowledge and experience.
Reasons for Interaction: Ensure the effectiveness of the customer SLA, to receive tasks, provide feedback and receive guidance.

External: Network Customers.
Maintain: Fast, efficient customer service, be a catalogue for Altron, gain experience in cross skilling.
Reasons for Interaction: Maintain Network customers SLA.

Qualifications, Experience, & Skills:

1. Educational Qualifications: Matric.
2. Professional Qualifications: Current and Valid OEM Second Level certifications (e.g. CCNA, CCNP, HCIP). ISE experience will be advantageous.
3. Years of Experience: Minimum 2 - 4 Years.
4. Other Requirements: Network experience would be highly beneficial, strong people skills, methodical and strong administration skills, strong oral and written communication skills, cross vendor capabilities, good troubleshooting skills are essential, strong communication skills, both written and verbal, must be a team player, well organized and able to prioritize, service orientated mindset, time management, proven background in IT support environment.

Behavioral Competencies:

1. Well presented.
2. Interpersonal Skills.
3. Emotional intelligence.
4. Stress management.

Education:

National Certificate Level 4 (N4) / Grade 12 (Required).

Languages:

English.