Job Description

Why choose Logicalis?

Its not just IT solutions, Its IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.

Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the worlds leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic!

ROLE PURPOSE

The Logicalis South Africa (LSA) Networks Team has responsibilities focused on the smooth running of our
customers network environments, ensuring LAN and WAN availability is maintained at the highest level. This is
achieved by performing routine maintenance and implementing best practices on routers, switches, access points,
wireless LAN controllers, and firewalls.
As a part of the Networks team, you will be responsible for working on incidents, problems, and changes, always
adhering to ITIL principles. You will also be required to support a 24/7 Shift Team out of hours as needed on standby
rotation. You might be required to work on a staggered shift schedule to cover support for offshore customers in
different time zones. You will work alongside Project, Transition, and Service Delivery management teams to assist
in the smooth transition and acceptance of new customers and technologies into support.
As a Specialist in the team, you are expected to solve complex problems, take a broad perspective to identify
solutions, interpret internal or external issues & recommend solutions/best practices. You are expected to work
independently, with guidance in only the most complex situations. You may lead function teams or projects and
serve as a best practices/quality resource, & subsequently train/mentor less experienced engineers.

ROLE RESPONSIBILITIES:

• Design, implement, and maintain Network environments.
• Day-to-day support of our customers Network environments.
• Ability to perform both project and support work on the Cisco Networks environments.
• Troubleshooting high-level technical faults and updating clients and stakeholders on progress.
• Regularly update Logicalis ticketing system Service Now / Autotask with quality notes.
• Perform project-related duties for new & changing infrastructure deployments required by clients.
• Assisting, mentoring, and training less experienced engineers with technical escalations and upskilling.
• Providing input to customer-facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Working to industry-standard project methodologies.
• Development & maintenance of low-level and high-level designs.
• Development & testing of operability and supportability for new migrations.
• Development of peer relationships with key suppliers.
• Working closely with the Team Leader (TL) on continual improvement programs.
• Provide technical expertise to TL and assist with technical skills evaluation of other engineers.
• Work with the other departments to understand and share technical strategy.
• Complete customer Change Requests, impact & risk analysis, and implement out-of-hours if required.
• Provide technical consultancy to all other areas of the business to ensure the integrity, performance,

and support of new opportunities that involve support.

• Find technical solutions to problems where necessary and practical, without compromising the

commercial viability of a new product.

• Where required perform the Lead Engineer role for some of LSAs clients for support and projects.
• To stay up to date and accredited with the current technologies.
• Capturing repeat faults and undertaking root cause analysis.

QUALIFICATIONS:

• National High School Senior Certificate (or equivalent)
• Graduate or qualified by experience.
• Cisco CCNP, Huawei HCIP, or Fortinet NSE 4/5/6 - mandatory
• Cisco CCIE, Huawei HCIE, or Fortinet NSE 7/8- preferred, but not mandatory
• ITIL v3 Foundation - preferred, but not mandatory.

EXPERIENCE:

• Minimum 10 years of general IT support experience.
• Minimum 8 years of dedicated networking/security experience.
• Expert in designing, configuring, and troubleshooting, routing, switching, security, and wireless.
• Expert in designing configuring and troubleshooting MPLS and/or SD-WAN
• Deep in-depth knowledge of troubleshooting network environments.
• Experience in managing major incidents in collaboration with Major Incident Management (MIM)
• Experience with Change Management.
• Extensive experience with and knowledge of trace analysis, Wireshark & packet capture.
• Experiencing in managing a Data Centre.
• Extensive experience in putting together effort costs for project work.

PERSON REQUIREMENTS:

• A high command of the English language both written and verbal is essential.
• Self-motivated with the ability to work unsupervised.
• Good communicator with the user environment.
• Ability to work in a very busy and highly pressurized environment and deal with high-impact, highprofile

incidents, problems, and changes.

• A structured and organized approach to complex problem determination and solving.
• Numerate and literate with an eye for detail.
• Punctuality.
• Excellent verbal and written communication skills.
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency, and ease.
• Possess proficient analytical and decision-making skills.
• Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities, and

patterns.

• A good listener, with the ability to communicate technical issues and resolutions to people of varying

technical levels.

• Proficient relationship-building skills - predict customer behaviour and respond accordingly.
• A strong service-oriented (can-do) culture, with a strong focus on the internal customer approach,

committed to exceeding customer expectations.

• Dynamic but aware of the views and feelings of others.
• Professional & diligent team player but able to work independently and be self-motivated.
• Enthusiastic, energetic, and confident.
• Demonstrate clear purpose, enthusiasm, and commitment.
• Ability to train users effectively.
• Code B driving license (or code that includes B) and own transport.

Logicalis