2nd Tier Engineer Job Opportunity at MWEB

Posted on :

5 Dec, 2013

Category :

Engineering Jobs in South Africa

Main Purpose of the Job:

The ASC division centred in Johannesburg currently has a vacancy for a 2nd Tier Engineer (WAN) who will be reporting to the 2nd and 3rd Tier Team Leader, and be responsible for interactacting with MWEB customers on a daily basis to answer queries, provide 2nd level support on all WAN queries, information, resolve issues and provide adhoc customer service as and when required. To conduct the interaction with customers in the spirit of MWEB’s customer focus, concentrating on resolving the issues, escalating, learning and focusing on root cause of issues.
Duties & Responsibilities

Job Outputs
To interact with MWEB customers on a daily basis to answer queries, provide 2nd level support on all WAN queries, information, resolve issues and provide any other service that may be required.
To respond and resolve logs that the support and implementation departments log through to 2nd Tier.
To conduct the interaction with customers in the spirit of MWEB’s customer focus, concentrating on resolving the issues, escalating, learning and focusing on root cause of issues.
2nd Level support with the networking skill set.
Telephonic and site inspections.
Maintaining and configuring MWEB’s customers VoIP devices.
Quick handling of reactive IT issues related to current systems (2nd Tier).
Overnight scheduling and implementing of automated monitoring for applications.
System architecture understanding.
Provide standby support to correct system outages after normal hours.
Staying abreast of technology changes in software and hardware.
Liaison with software engineers, programmers, help desk, suppliers and operations to ensure timely resolution of problems.
Improve and provide documentation in order to maintain system availability.
To show our customers that MWEB is capable of delivering better quality service than its competitors.
To be an ambassador for MWEB and deliver world class service to our MWEB clients.
Deliver and live the MWEB values.
To effectively manage duties as outlined in the WAN Consultant role.
Maintain Billion VPN units, Cisco 837 (uncapped) units and configuring units.

 

Required Skills Skills and Competencies
Understanding and enforcement of SLA adherence
Worked with ticketing system – Win-Orbit preference
Ability to communicate a crisis on all levels
Liaison ability across all levels
Initiative
Able to respond calmly in a crisis
Excellent written and telephonic communication skills
Responsible, punctual and able to work under pressure
Able to diagnose a problem and proactively implement the solution, or know when to escalate
Must be diplomatic
Ability to use initiative and to be held accountable for the escalation and communication of incidents on networks and applications
Attention to detail
Assertiveness
Timekeeping and planning
Excellent customer service skills
Communication skills
Information seeking
Troubleshooting skills
Ability to communicate a crisis on all levels
Qualifications and experience required

-2 years-help desk /call center experience
-Understand and enforcement of SLA adherence
-Work with Oracle, Remedy, Siebel, SAP, or other Workflow/CRM tools.
-Thorough knowledge if internet: Basic Protocol-TCP/IP, FTP,HTTP, SNMP, SSL and basic Hardware -Cisco and Billion Routers, servers, switches etc.
-Hands On experience of Cisco routers leased line and VPN configurations, Billion Router Interface, Linux/Unix.
-A+ level-Basic Pc Support
-WAN Certification (CCNA)
-Advanced networking understanding
-Advanced Understanding of Unix servers is advantageous
-Liaison ability
-Ability to handle escalations relating to any of the products or services offered by MWEB Business
-ISP experience an Essential

 

Click here to apply online

Closing 5th December, 2013

 

Comment on this Job

Jobs in South Africa | SA Jobs | Companies | Jobs in SA