Key Responsibilities:
• Provide remote and on-site technical support, including but not limited to, Incident Management and Problem Management
• Escalate incidents, problems, changes to Team Lead, Service Delivery Manager, Account Manager or vendors as per defined business rules, ensuring timely resolution of client service requests
• Liaise with vendors needed to achieve incident and problem resolution.
• Maintain detailed knowledge of clients’ environments, where applicable, by maintaining and updating relevant documentation.
• Provide high levels of customer service and resolving problems/issues with the client in a constructive manner.
• Prepare adhoc reports as required for contractual requirements.
• Contribute to ITIL based processes to ensure successful delivery of services and initiate solutions to improve quality and productivity
• Participate in client presentations when necessary
Job Requirements:
• CCNP or CCIE in Enterprise is required
• Hands-on experience in installation, configuration and troubleshooting of Cisco routers, wireless or switches
• Have some working knowledge of Cisco Routers, Switches, SD-WAN, DNA, Wireless products in addition to Meraki Switch, Router, Wireless products
• Degree or Diploma in Computer Science, Computer or Electronics Engineering, Information Technology or related disciplines
• At least 3 years of experience in a technical support environment working with Cisco products
• Experience with VMWare NSX and VMWare Load balancers, is an added advantage
• Knowledge of Aruba, Bluecoat, Ironport, F5, Checkpoint, Fortigate or Juniper products is also preferred
• Able to work in a 24x7 and team environment