Job Description

Title Cisco Network Support Technician (L1 and L2)We are looking for 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 servicesEnsure all calls are carried out timeously and effectively and to the satisfaction of the customerEnsure that requests for assistance received via the Altron Service Desk are attended to accurately and efficientlyWhere required, to provide customers with updates or feedback on calls that is logged on the call logging systemAssist Network team to meet identified SLAsActively support team on common goals and participate in high team performance.
Provide 24x7 technology platform and customer support on a rotating basisContinuous broadening of own technical skills and problem solvingEngaging in formal and informal knowledge transferTime management in accordance with Customer service requests and SLAEnsure that Network Solutions are monitored and proactively managed to required service levels and administered for the customerTo perform junior level support for day-to-day operationsBe able to diagnose hardware and software related issues on Network equipmentCORE RESPONSIBILITIES:Standard Operating RequirementsComplete all assigned Incidents within SLA requirementsCoordinate service request resolutionStaff Leadership and ManagementTo successfully complete all training and to maintain certification requirements to fulfil job specificationsGovernance and Risk ManagementClosed calls (Incidents) within specified priority times (SLA) by the team target 100%All requests and Projects completed on time by the team - Due DateMake sure that all calls are updated timeously and with full accurate detailsCOMMUNICATIONS & WORKING RELATIONSHIPS:Internal:To be mentored by a Network Senior and guided to gain operational knowledge and experienceReasons for Interaction:Ensure the effectiveness of the customer SLATo receive tasks, provide feedback and receive guidanceExternal:Network CustomersMaintain Fast, efficient customer serviceBe a catalogue for AltronGain Experience in cross skillingReasons for Interaction:Maintain Network customers SLAQUALIFICATIONS, EXPERIENCE, & SKILLS:Educational Qualifications:MatricProfessional QualificationsCurrent and Valid OEM Second Level certifications (e.g. CCNA, CCNP, HCIP)ISE experience will be advantagesYears of ExperienceMinimum 2 - 4 YearsOther requirementsNetwork experience would be highly beneficialStrong people skillsMethodical and strong administration skillsStrong oral and written communication skillsCross vendor capabilitiesGood troubleshooting skills is essentialStrong communication skills, both written and verbalMust be a team playerWell organized and be able to prioritiesService orientated mind setTime managementProven background in IT support environmentBehavioural CompetenciesThe incumbent is required to have demonstrated the following competencies:Well presentedInterpersonal SkillsEmotional intelligenceStress managementEducation National Certificate Level 4 (N4) / Grade 12 (Required)Languages English

Altron