Job Description

Mission

• To effectively resolve calls logged, including faults, changes and technical queries either generated by clients, 3rd party service providers or the company’s ticketing systems within specified SLA terms on 24/7basis.

Responsibilities

Key Performance Areas

Operational effectiveness

• Perform intermediate to advance troubleshooting on customer queries
• Proactive monitoring of customer circuits/lines and provide proactive feedback and escalations to the relevant parties for resolution.
• Troubleshooting of WLAN, LAN, VSAT and wireless connectivity.
• Providing telephonic and email support to customers both inbound and outbound.
• Configuration of CISCO and JUNIPER devices.
• Configuration and troubleshooting of firewalls.
• Logging and resolving faults generated by management systems, completing fault resolutions and changes and closing the ticket only once all relevant parties are satisfied (according to SLA terms).
• Log tickets with 3rd party suppliers, following up and updating clients appropriately.
• Ensure that resolved problems are closed with full and accurate resolution descriptions in the company’s ticketing system.
• Carry out configuration of network devices according to standards.
• Adhere to quality assurance standards with regards to communications with customers

Service enhancement

• Escalate to relevent technical teams as per set severities
• Update clients on all outstanding calls, regularly (within expertise and defined parameters)
• Communicate effectively with customers, colleagues and management especially in times of crisis
• Manage multiple client requests and ensure customer satisfaction in a demanding environment

Customer Service

• Ensure adherence to all network and security policies and processes
• 90% first call resolution service centre environment, dealing directly with customers
• Notify the Implementations Team of incorrect client Configurations
• Responsible for resolving client calls (within expertise and defined parameters).
• continually improve all aspects of service delivery.
• Identify trends / patterns pertaining to customer requests and needs and filter this information through to relevant areas of the business to continually improve all aspects of service delivery.
• Feedback reports.

Qualifications

Education:

• BSc Degree in Electrical Engineering (Light Current) or 3 year National Diploma in Electrical Engineering (Light Current) or equivalent 3 year qualification
• With Valid and complete CCNA
• With CCNP / CCIP advantageous
• With JNCIA certification advantageous

Experience:

• Minimum of 3 years’ experience in IP routing within an ISP environment
• Experience in enterprise WAN environments is beneficial

Apply Before 09/18/2025