ISP 2nd Line Network Engineer

Qualifications, Experience and Skills Required:

• Matric / Grade 12 (Compulsory)
• MTCNA
• CCNA
• N+ qualification and 3+ years experience
• Valid drivers license and own vehicle
• Basic Linux command line skills
• Good practical networking skills: IPv4 understanding, TCP/IP, MTU, Network trouble shooting (LAN WAN FW), VLAN understanding, SD-WAN
• Equipment knowledge (know your way around), Cisco/Meraki, Mikrotik
• Wireless troubleshooting
• Email troubleshooting (Client and server side)
• Understanding of DNS including on types of records and troubleshooting.
• Understanding of VoIP
• Ability to organize and prioritize work in an effective manner.
• Ability to work under pressure to meet strict deadlines.
• Performance-driven and attention to detail. Must be a peoples person and team player.
• Must be reliable and accept responsibility for the tasks assigned to them.

Responsibilities:

• Logging of Incidents and Service Requests, ensuring end to end management and ownership of tickets.
• Handling 2nd line support requests.
• Identify and escalate requests requiring urgent attention to resolve as quickly as possible.
• Ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
• Liaise with various 3rd parties, internally and externally, toward achieving resolution within SLA.
• Adherence to call lifecycle processes and procedures.
• Maintain adequate knowledge of supported systems to provide high-level support.
• Maintains and consistently demonstrates a general knowledge of service desk guidelines, processes and procedures
• Assist with internal adhoc IT support queries.
• Liaising with the project management team, 3rd line engineers and network engineers on a regular basis.
• Will be part of an after-hours standby rotation cycle.