Job Title: Wi-Band Level 2 Engineer
Job Number:
INT00093)
Description
Internet Solutions (IS) is South Africa’s most established and experienced Converged Communications Service Provider. Since 1993 IS has been providing end-to-end connectivity solutions and related services across the African continent. IS is now also able to provide specific infrastructure facilities to customers, having received a full Electronic Communications Network Service( ECNS) license in 2009.
As a Wi-Band engineer within the Carrier Support in the Customer Service Carrier Support/ Fulfilment team, you will be responsible for Day to day Installation / troubleshooting of the IS Wi-band Service.
What we will expect you to do:
As a Wi-Band engineer within the Carrier Support you will need to:
Responsible for both provisioning and 1st and 2nd line support of Wi-band wireless service
To provide high quality telephonic and remote IT Support managing resolution of technical issues for clients.
Troubleshooting Wi-band wireless solutions which require a broad range of troubleshooting skills related to: Internet Solutions and client infrastructure, specific to wireless support.
Providing excellent client management inclusive of excellent communications, responsive follow through, and advocacy for client issues. Success criteria are highly focused on customer satisfaction levels.
Prioritizing numerous issues of varying severity, and effectively manages the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both client and appropriate employees of status of all issues on a timely basis.
Collaborating extensively with peers, Account Managers, and members of the escalation team including Product
Support Engineers and 3rd party vendors to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients.
Working as a team to achieve set goals; assist fellow team members and facilitate knowledge sharing and up-skilling.
Proactive network and monitoring for alarms using existing Network Management tools covering first line-trouble shooting.
Basic network checks (including Network Health, utilisation and performance , Physical connections and cable)
Facilitate and conduct the installation with the Vendor and repair of network equipment
Identify and communicate all customer network faults in a timely and efficient manner to ensure SLA’s are met.
Liaise with carriers, engineers, and customers to provide information for fault diagnosis and resolution.
Ensure sufficient detail is captured for handover to 3rd line support
Manage Change Requests from customers according to defined processes to maintain accuracy of monitoring systems
Highlight errors/discrepancies in the customer data to ensure accuracy.
Respond to fault tickets on Helpdesk application and take ownership of alerts and problems
Assistance during scheduled power ups / downs
Allocate switch ports and perform other service requests
Initiation of the internal and external escalation process
Management of 3rd Party vendors. Reporting issues to vendors & follow ups
Be prepared to work under shift conditions between 07:00- 22:00
Provides support for Disaster Recovery and Business Contingency Planning
Qualifications
Here’s what we are looking for in candidates for this job:
Key requirements:
Matric /Grade 12
Completed CCNA advantageous
At least 3 years relevant experience in the technical arena and experience in configuring and or troubleshooting
Cisco routers and switches in a LAN/WAN/VLAN environment
- Extensive experience in Point to Point and Point to
Multipoint Wireless Networks
Experience in Wireless Installations and Wireless
Network Troubleshooting
Experience with network management tools e.g. Netcool, UniMS
Key abilities required:
At least 2 years Call Centre experience
2-3 years Wireless out in the field experience
CISCO product knowledge & experience
Computer literate
Knowledge of Siebel advantageous
If you are up for the challenge and someone who can think outside the box apply today!
Internet Solutions embraces the principles of the Employment Equity Act 55 of 1998. The company is committed to the goals articulated in its Employment Equity Plan.
To Apply:
http://www.is.co.za/AboutUs/Pages/Job-Opportunities.aspx
Deadline: 20th July 2012
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