Altron Network L1 Support

TitleAltron Network L1 Support

Job Description

Perform support activities required to support the relevant OEM Data networking solutions in an infield technical environment.

Provide Onsite support daily on Campus and Branches (Position based onsite)

Ensuring up-time and availability by providing a professional service at all times to the Customer within SLA. (1st Line Support)

Conducting daily system checks and reports

KEY RESPONSIBILITIES:

To provide infield support on network solutions, and the associated services.

Ensure all calls are carried out timeously and effectively and to the satisfaction of the customer.

Ensure that requests for assistance received via the Altron Service Desk are attended to accurately and efficiently.

Where required, to provide customers with updates or feedback on calls that is logged on the call logging system.

Assist Network team to meet identified SLA’s.

Actively support team on common goals and participate in high team performance.

Provide 24x7 technology platform and customer support on a rotating basis.

Continuous broadening of own technical skills and problem solving

Engaging in formal and informal knowledge transfer

Time management in accordance with Customer service requests and SLA

Ensure that Network Solutions are monitored and proactively managed to required service levels and administered for the customer.

To perform junior level support for day to day operations

Be able to diagnose hardware and software related issues on Network equipment

CORE RESPONSIBILITIES:

Standard Operating Requirements

Complete all assigned Incidents within SLA requirements

Coordinate service request resolution

Staff Leadership and Management:

To successfully complete all training and to maintain certification requirements to fulfil job specifications

Governance and Risk Management:

Closed calls (Incidents) within specified priority times (SLA) by the team – target 100%

All requests and Projects completed on time by the team - Due Date

Make sure that all calls are updated timeously and with full accurate details

External Parties and Relationship Management:

N/A

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

To be mentored by a Network Senior and guided to gain operational knowledge and experience

Reasons for Interaction:

Ensure the effectiveness of the customer SLA

To receive tasks, provide feedback and receive guidance

External:

Network Customers

Maintain Fast, efficient customer service

Be a catalogue for Altron

Gain Experience in cross skilling

Reasons for Interaction:

Maintain Network customers SLA

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

Matric

Professional Qualifications:

N+ Certification

SDWAN Certification

OEM Entry level certifications (e.g. CCNA, ACFE, HCIA)

CCNP Advantages

Years of Experience:

Experience and Exposure

Minimum 2 - 4 Years.

Other requirements:

Network experience would be highly beneficial

Strong people skills

Methodical and strong administration skills

Strong oral and written communication skills

Cross vendor capabilities

Good troubleshooting skills is essential

Strong communication skills, both written and verbal

Must be a team player

Well organized and be able to priorities

Service orientated mind set

Time management

Proven background in IT support environment

Behavioral Competencies:

The incumbent is required to have demonstrated the following competencies:

Well presented

Interpersonal Skills

Emotional intelligence

Stress management

EducationNational Certificate Level 4 (N4) / Grade 12 (Required)

LanguagesEnglish

R-8483