Specialist - Assurance.Technology Information

Job Description

Mission

To effectively resolve calls logged, including faults, changes and technical queries either generated by clients, 3rd party service providers or the company's ticketing systems within specified SLA terms on a 24/7 basis.

Responsibilities

Key Performance Areas

Operational effectiveness

1. Perform intermediate to advance troubleshooting on customer queries.
2. Proactive monitoring of customer circuits/lines and provide proactive feedback and escalations to the relevant parties for resolution.
3. Troubleshooting of WLAN, LAN, VSAT and wireless connectivity.
4. Providing telephonic and email support to customers both inbound and outbound.
5. Configuration of CISCO and JUNIPER devices.
6. Configuration and troubleshooting of firewalls.
7. Logging and resolving faults generated by management systems, completing fault resolutions and changes and closing the ticket only once all relevant parties are satisfied (according to SLA terms).
8. Log tickets with 3rd party suppliers, following up and updating clients appropriately.
9. Ensure that resolved problems are closed with full and accurate resolution descriptions in the company's ticketing system.
10. Carry out configuration of network devices according to standards.
11. Adhere to quality assurance standards with regards to communications with customers.

Service enhancement

1. Escalate to relevant technical teams as per set severities.
2. Update clients on all outstanding calls, regularly (within expertise and defined parameters).
3. Communicate effectively with customers, colleagues and management especially in times of crisis.
4. Manage multiple client requests and ensure customer satisfaction in a demanding environment.

Customer Service

1. Ensure adherence to all network and security policies and processes.
2. 90% first call resolution service centre environment, dealing directly with customers.
3. Notify the Implementations Team of incorrect client Configurations.
4. Responsible for resolving client calls (within expertise and defined parameters).
5. Continually improve all aspects of service delivery.
6. Identify trends/patterns pertaining to customer requests and needs and filter this information through to relevant areas of the business to continually improve all aspects of service delivery.
7. Feedback reports.

Qualifications

Education:

1. BSc Degree in Electrical Engineering (Light Current) or 3 year National Diploma in Electrical Engineering (Light Current) or equivalent 3 year qualification.
2. With Valid and complete CCNA.
3. With CCNP / CCIP advantageous.
4. With JNCIA certification advantageous.

Experience:

1. Minimum of 3 years' experience in IP routing within an ISP environment.
2. Experience in enterprise WAN environments is beneficial.