{"id":16007,"date":"2013-12-05T11:38:48","date_gmt":"2013-12-05T09:38:48","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=16007"},"modified":"2013-12-05T12:41:53","modified_gmt":"2013-12-05T10:41:53","slug":"2nd-tier-engineer-job-opportunity-mweb","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/2nd-tier-engineer-job-opportunity-mweb.html","title":{"rendered":"2nd Tier Engineer Job Opportunity at MWEB"},"content":{"rendered":"

Main Purpose of the Job: <\/strong><\/p>\n

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\u2019s customer focus, concentrating on resolving the issues, escalating, learning and focusing on root cause of issues.
\nDuties & Responsibilities<\/strong><\/p>\n

Job Outputs<\/strong>
\nTo 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.
\nTo respond and resolve logs that the support and implementation departments log through to 2nd Tier.
\nTo conduct the interaction with customers in the spirit of MWEB\u2019s customer focus, concentrating on resolving the issues, escalating, learning and focusing on root cause of issues.
\n2nd Level support with the networking skill set.
\nTelephonic and site inspections.
\nMaintaining and configuring MWEB\u2019s customers VoIP devices.
\nQuick handling of reactive IT issues related to current systems (2nd Tier).
\nOvernight scheduling and implementing of automated monitoring for applications.
\nSystem architecture understanding.
\nProvide standby support to correct system outages after normal hours.
\nStaying abreast of technology changes in software and hardware.
\nLiaison with software engineers, programmers, help desk, suppliers and operations to ensure timely resolution of problems.
\nImprove and provide documentation in order to maintain system availability.
\nTo show our customers that MWEB is capable of delivering better quality service than its competitors.
\nTo be an ambassador for MWEB and deliver world class service to our MWEB clients.
\nDeliver and live the MWEB values.
\nTo effectively manage duties as outlined in the WAN Consultant role.
\nMaintain Billion VPN units, Cisco 837 (uncapped) units and configuring units.<\/p>\n

 <\/p>\n

Required Skills Skills and Competencies<\/strong>
\nUnderstanding and enforcement of SLA adherence
\nWorked with ticketing system \u2013 Win-Orbit preference
\nAbility to communicate a crisis on all levels
\nLiaison ability across all levels
\nInitiative
\nAble to respond calmly in a crisis
\nExcellent written and telephonic communication skills
\nResponsible, punctual and able to work under pressure
\nAble to diagnose a problem and proactively implement the solution, or know when to escalate
\nMust be diplomatic
\nAbility to use initiative and to be held accountable for the escalation and communication of incidents on networks and applications
\nAttention to detail
\nAssertiveness
\nTimekeeping and planning
\nExcellent customer service skills
\nCommunication skills
\nInformation seeking
\nTroubleshooting skills
\nAbility to communicate a crisis on all levels
\nQualifications and experience required <\/strong><\/p>\n

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

 <\/p>\n

Click here to apply online<\/a><\/p>\n

Closing 5th December, 2013<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

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