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. (1st Line Support and 2nd Line support)

Key responsibilities:

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

CORE RESPONSIBILITIES:

• Standard Operating Requirements
• Complete all assigned Incidents within SLA requirements
• Coordinate service request resolution

Staff Leadership and Management

• To successfully complete all training and to maintain certification requirements to fulfil job specifications

Governance and Risk Management

• Closed calls (Incidents) within specified priority times (SLA) by the team – target 100%
• All requests and Projects completed on time by the team - Due Date
• 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:

Educational Qualifications:

• Matric

Professional Qualifications:

• Current and Valid OEM Second Level certifications (e.g. CCNA, CCNP, HCIP)
• ISE experience will be advantageous

Years of Experience:

• Minimum 2 - 4 Years

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 be able to prioritize
• Service orientated mindset
• Time management
• Proven background in IT support environment

Behavioural Competencies:

• Well presented
• Interpersonal Skills
• Emotional intelligence
• Stress management

Education: National Certificate Level 4 (N4) / Grade 12 (Required)

Languages: English