Job Description

Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africas transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journeyOur established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.At Nexio, we have identified five major reasons why our people want to work for us:They get rewarded for their efforts * They have opportunity to work with high energy team

• They form part of the Vodacom/Vodafone Group
• There are opportunities to grow their careers
• They build trust and Lead with a competitive culture

The Assurance Engineer will have to provide high-level, high-quality assurance role to Vodacom Business cooperate clients, in the Customer Services Operations Centre (CSOC).ROLE REQUIREMENT

• 2nd Line support
• Troubleshoot and resolve client queries that are escalated
• Troubleshoot MPLS, BGP and Inter-VRF routing
• General routing issues
• Troubleshoot and configuring QOS
• Troubleshooting and configuring BGP
• Troubleshooting and configuring EIGRP
• Troubleshoot hosting / switching environment
• Troubleshoot any peering issues with ISPs
• Troubleshoot and configuration of IPSec links on Cisco ASA
• Fail-over or any after-hour changes
• Provide knowledge sharing and support for 1st and 2nd line engineers
• APN troubleshooting
• Arrange failover testing and documentation
• Manage escalations and direct MTTR breaches
• Manage problem tickets and reoccurring backbone faults

KEY COMPETENCIESPROFESSIONAL COMPETENCIES

• User support and customer service
• Technical troubleshooting
• Configuration policies and procedures
• Identify and report trends and challenges
• VIP process management
• Escalation protocols

PROFESSIONAL COMPETENCIES

• System health checks
• Adapt to environmental changes related to support environment (systems, software, and procedures)
• Ticket lifecycle ownership
• Adherence to ticket update protocols
• Perform post resolution follow ups to help resolve queries.

QUALIFICATIONS & EXPERIENCE

• A valid CCNA Cisco certification
• 3 - 6 years relevant experience with MPLS Networks
• Knowledge of ISP Technologies
• Knowledge Security, VoIP or Hosting technology as a secondary skill - L2
• Understanding of IP/GSM/Telecommunications/ICT Industry standards and methods - L1

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