Region:

Eastern Cape

Division:

Operational Services

Office Location:

East London

Reporting to:

Operational Services Manager

Position:

Cisco Engineer

Required Start Date:

ASAP

Permanent / Contract:

Permanent

Position Summary and Primary Objectives

The position requires a person to take control of, and develop, configure, install and test all delivery projects on the Cisco product suite allocated to him to completion, communicate with customers, and ensure that all projects are delivered within the approved time, budget and scope according to the agreed Project Management Plan or SLA.

This includes travel to client sites to perform fault diagnosis and restore networking solution connectivity. To prep, configure and install the Cisco product at client sites. After hour’s standby is a requirement of the job and after hour’s work will have to be done for time to time.

Main Duties / Key Accountabilities

The main task of the job is to deliver world-class customer service to Dimension Data’s clients. This involves meeting with clients, maintaining their networking uptime and delivering on their needs from a ISP perspective.

Key are:

·         Be able to attend to break fixes in the most efficient and effective way

·         Communicate the progress with the customer and RMC on a regular basis

·         Assist with calls at the Helpdesk

·         Achieve a 80% remote resolution for calls that can be resolved remotely (i.e. excluding Hardware failure, No Connection, allocated incorrectly etc)

·         Updates on every call to be entered into Siebel 

·         Technology type to be recorded for every Service Request

·         Correct activity types to be used on all Service Requests

·         Detail description of findings to be entered on Service Requests

·         To achieve a minimum of 4.11 every month in the Customer Satisfaction Survey.

·         Meet all SLA's requirements on customer contracts Customer retention

• Ensure that all projects are delivered according to approved plan
• Ensure that all project documentation is updated on a daily basis.
• Ensure that all project documentation is stored in the project database.
• Ensure effective customer communication
• Effective management of time on all support and delivery projects to ensure that forecasted budgets are met
• Actively participate in identifying business opportunities and projects.
• All support and project related service request to be handled promptly and resolved according to agreed customer service level agreements
• Must be willing to work in Africa for extended periods of time.

Requirements: Education, Training and Experience

The following qualifications and/or experience level is required for this position:

• Through knowledge and experience of CISCO devices configuration for a functional ISP
• Sounding knowledge of implementing QOS for different classes of services
• A very good knowledge of BGP, NMS,MPLS network
• Computer literate
• Basic Computer Networking Knowledge

• Technical background (Support/Project Methodology)
• At least 2 years practical experience in the field
• Ability to do fault diagnosis

• Excellent knowledge of Networking principles
• Good knowledge of ISP environment
• Computer literate
• Computer Networking Knowledge

-         Technical background (Support/Project Methodology)

Personal Attributes and Skills Required

• Willing and motivated to learn autonomously
• Willing to travel
• Have own reliable transport
• Have own cellphone available for business purposes
• Must have good people skills.
• Be a quick learner.
• Self-sufficient and self-supporting
• Must be a team player
• Basic understanding of ethernet, tokenring networks.
• Setup of servers on NT4/ Windows2000
• Able to setup/use Telnet, FTP and modems.
• Have at least two years Cisco CCIE background.
• Be a quick learner.
• Must be able to use a manual/CD to sort out problems.
• Must be willing to work after hours and sometimes for long hours.
• Must be able to work alone or as part of a group.
• Must be able to communicate to the client.
• Ability to work under pressure
• Attention to detail on paperwork
• Take ownership
• Self driven
• Fault finding and trouble shooting skills