Key Responsibilities:
- Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
- Ensures that any software that is part of the solution is installed and configured according to client requirements.
- Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
- Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
- Investigates second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
- Responds to and diagnoses all alerts, escalate to L3 Field Engineer when unable to resolve within the stipulated time.
- Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
- Ensures the efficient and comprehensive resolution of incidents and requests.
- Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
- Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
- Provides second line remote and onsite technical support to clients.
- Provides second line field engineering services to clients.
- Reports and escalates issues to 3rd party vendors if necessary.
- Follows the required handover procedures for shift changes to ensure service continuity.
Knowledge and Attributes:
- Good communicate skills, both verbal and written.
- Ability to plan activities and projects well in advance and take into account possible changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when it is necessary.
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting.
- Ability to adapt to changing circumstances.
- Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology or Computing or related field.
- Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNP (DC), ONTApp etc.
- Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
- Collaboration certifications such as - Valid CCNP Collaboration Certification required; Microsoft Voice certification (MS700 & MS720) advantageous; Valid Webex Calling & Webex Contact Centre certification.
Required Experience:
- Moderate level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony.
- Moderate level experience in technical support to clients.
- Moderate level experience in diagnosis and troubleshooting.
- Moderate level experience providing remote support in Collaboration technologies.
- Moderate level experience in relevant technology (Cisco and its product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling etc.).
- Basic understanding of Network routing and switching.
