Perform support activities required to support the relevant OEM 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:
To provide infield support on network solutions, and the associated services.
Provide 3rd level Support to team members and clients
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 is logged on the call logging system.
Assist Network team to meet identified SLAxe2x80x99s.
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 support to junior level support engineers for day to day operations
Be able to diagnose hardware and software related issues on Network equipment
Strategic Human Capital Business Partnering.
To successfully complete all training and to maintain certification requirements to fulfil job specifications
CORE RESPONSIBILITIES:
Standard Operating Requirements
Complete all Incidents within SLA requirements
Coordinate service request resolution
Skills Transfers
Arrange and have regular Workshops
Monitor and have Regular firmware upgrades completed for SLA Clients
Staff Leadership and Management
Build and manage a high performing team by providing leadership, role clarity, training and career development.
Ensure open communication channels with staff and implement change management interventions where necessary.
Achieve goals set out on AOT through a well-defined and implemented performance review program.
Develop and implement a training plan in order to build and develop skills within the team.
Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive a continuous improvement philosophy.
Performance manage resources in accordance with HC policy and legislation where necessary
Actively participate in leadership team and develop skills of own team.
Promote a xe2x80x98Altron centricxe2x80x99 and xe2x80x98partnership approachxe2x80x99 to develop strong relationships with other working groups and ensure adherence to Group governance.
Governance and Risk Management
Closed calls (Incidents) within specified priority times (SLA) by the team xe2x80x93 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
External Parties and Relationship Management
Manage relationships with Customers and Business partners and act as a trusted advisor.
COMMUNICATIONS & WORKING RELATIONSHIPS:Internal:
Network senior to mentor subordinates
Knowledge and experience transfer
Reporting / Career development
Reasons for Interaction:
Ensure the effectiveness of the customer SLA
To receive tasks, provide feedback and provide guidance
Cisco Medium / High OEM level certifications ( e.g. CCNP)
Security experience (Required)
Meraki experience (Preferred)
ACI (Preferred)
WLAN Knowledge
Years of Experience
Minimum 6 Years.
Other requirements
Experience in Configuration and maintenance of Networks advanced converged communication & VoIP / IP Telephony systems would be highly beneficial.
Cloud Knowledge
Radio and Wi-Fi Knowledge will be beneficial
SDA and SDWAN knowledge will be beneficial
TCP/IP protocol stack
Good troubleshooting skills is essential
Provide recommendation to the customer to improve systems as well as proactively manage services to ensure failure is pre-empted and resolved before critical.
Behavioral CompetenciesThe incumbent is required to have demonstrated the following competencies:
Delivery: Translates business objectives into practical, prioritised and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.
Teaming: Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes. Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders.
Leading & Managing Change: Generates and implements new and innovative ideas/approaches to improve business outcomes. Embraces, leads and manages change, providing guidance and support during implementation.
Education National Certificate Level 4 (N4) / Grade 12 (Required)Languages English