Region:

Gauteng

Division:

Operations Management

Office Location:

Transtel Braamfontein

Reporting to:

Team Leader

Position:

Surveillance Engineer

Required Start Date:

ASAP

Permanent / Contract:

Permanent

Position Summary and Primary Objectives

The focus of this position is to monitor and manage customer networks and escalate problems according to set procedures. To provide excellent customer service at all times.

Main Duties / Key Accountabilities

To monitor and manage clients networks using Smarts and Info Vista  incidents arising from the fore mentioned systems needs to be logged on the CA system.  The candidate must be able to pro-actively identify potential problems in the environment. The environment is managed according to set SLA’s and the adherence to them is curtail   The fault should be correctly diagnosed and escalated to the correct area within SLA times and all relevant documentation completed correctly.  The fault must be updated and resolved within the appropriate SLA times.

·         Monitor the Customers network using Smarts and CA Service Desk.

·         Monitoring of Alarms/Events.

·         Telephone Customer to confirm Alarm/Event.

·         Check the initial classification that was made by the system.

·         Investigate and diagnose Alarm/Event.

·         First line analysis of Alarm/Event.

·         Create Incident in Service Desk.

·         Escalate Alarm/Event.

·         Escalate Router issues to 2nd Line Support.

·         Provide details, including configuration items to CI’s.

·         Update Customer.

·         Update Service Desk.

·         Follow up.

·         Close Call.

Requirements: Education, Training and Experience

Please note: It is requirement of this position that the incumbent will be placed on site at the client and as such own transport is preferable but not essential provided applicants are comfortable travelling to different destinations using public transport.

Networks

A comprehensive working knowledge and understanding of Telecommunication and Networks are essential.

A Minimum of 1 - 2 years experience in IT networking

Certifications required:

Must have the following certification:

·         University Degree adv

·         CCNA

·         CCNP

Will be advantageous

·         Linux

·         Unix shell scripting

·         SQL / Oracle knowledge

·         TCP/IP

·         SNMP/RMON

·         LAN knowledge: Ethernet, Fast Ethernet, FDDI, Token Ring

·         WAN knowledge: Protocols & Architectures

·         VPNs & MPLS (& management thereof)

·         Cisco knowledge

·         UNIX:  Solaris 2.X, HPUX

·         Windows NT, Windows 2000

Personal Attributes and Skills Required

·         Technically and service orientated

·         Accuracy and attention to detail

·         Self-starter taking initiative

·         Self confident

·         Enthusiastic

·         Excellent time management and prioritisation skills

·         Excellent written and verbal communication

·         Leads by example

·         Able to delegate to others

·         Gains respect and trust easily

·         Able to build strong relationships with people

·         Tolerance and patience

·         Motivated and able to motivate others