ISP 2nd Line Network Engineer

Qualifications, Experience and Skills Required:

Matric \ Grade 12 (Compulsory)

MTCNA

CCNA

N+ qualification and 3+ years experience

Valid drivers license and own vehicle

Basic Linux command line skills

Good practical networking skills: IPv4 understanding, TCP/IP, MTU, Network trouble shooting (LAN WAN FW), VLAN understanding, SD-WAN

Equipment knowledge (know your way around), Cisco/Meraki, Mikrotik

Wireless troubleshooting

Email troubleshooting (Client and server side)

Understanding of DNS including on types of records and troubleshooting.

Understanding of VoIP

Ability to organize and prioritize work in an effective manner.

Ability to work under pressure to meet strict deadlines.

Performance-driven and attention to detail. Must be a peoples person and team player.

Must be reliable and accept responsibility for the tasks assigned to them.Responsibilities:

Logging of Incidents and Service Requests, ensuring end to end management and ownership of tickets.

Handling 2nd line support requests.

Identify and escalate requests requiring urgent attention to resolve as quickly as possible.

Ensuring that an ongoing contribution toward positive customer satisfaction is achieved.

Liaise with various 3rd parties, internally and externally, toward achieving resolution within SLA.

Adherence to call lifecycle processes and procedures.

Maintain adequate knowledge of supported systems to provide high-level support.

Maintains and consistently demonstrates a general knowledge of service desk guidelines, processes and procedures

Assist with internal adhoc IT support queries.

Liaising with the project management team, 3rd line engineers and network engineers on a regular basis.

Will be part of an after-hours standby rotation cycle.