Full-Time Senior Network Engineer – Voice
Duties and Responsibilities
Service Desk and Incident Management
Ensure incidents and requests are handled to meet contracted SLA’s & Managed Services operational guidelines
Facilitate root cause analysis when required including production of RCA & PIR documentation to a high level of accuracy & to meet contracted SLA’s & Managed Services operational guidelines
Follow & adhere to Major Incident escalation processes & documentation standards to meet Managed Services operational guidelines
Manage support tickets to 3rd party vendors during advance troubleshooting.
Escalates Incidents and Service requests if cannot be resolved within the team, to the nominated escalation resource/team and monitors progress of escalated cases according to agreed procedures.
Practicing due diligence when handling cases to ensure minimum impact and a greater quality to the services offered.
Ensure Problems are addressed & documented in accordance with contracted SLA’s & Managed Services operational guidelines
Adhere to MOQdigital & client Change Control Processes as required, according to contracted SLA’s & Managed Services operational guidelines
Maintain an in-depth knowledge of & keep abreast of all technological developments in one’s areas of specialisation
Execute specialized knowledge in handling issues on (but not limited to) Platforms such as CISCO, Meraki, Palo Alto, Riverbed, SonicWall, VPN and IT Security.
Working with architectural and design groups to ensure accuracy of designs and standards compliance for Managed environments
Maintain operational knowledge on 3rd party core applications that are running on customer environments.
Compliance & Procedural Adherence
Ensure all core applications & infrastructure used by customers are documented and kept up to date in Athena with regard to their dependencies, escalations and ownership
Actively contribute towards shared knowledgebase in Athena/Cherwell by recommending and sharing findings of solutions implemented
Conduct technical training sessions for knowledge sharing & talent development.
Productive time capture and utilisation:
Accurate & timely completion of time entry in Cherwell.
Maintain client communications as per MOQdigital Managed Services operational guidelines:
Manage customer expectations and ensuring stakeholders are notified of progress of cases.
Providing supplemental support outside of business hours and participating in the On-Call roster when required.
Maintain an appropriate attendance.
Be conversant with MOQdigital ITIL processes and frameworks and ensure tasks performed by engineers comply with them
Be conversant of all services offered by MOQdigital and its features, in the event of an opportunity to take the lead in sales.
Degree in Information Technology or relevant industry experience
At least one vendor accreditation such as CCNP & CCDP
Desirable Certifications (1 or more)
Cisco Certified Network Professional (CCNP) Voice Collaboration certification.
Palo Alto PCNSE
or any Network & Communication related product specialist qualifications
Minimum 6 years of experience working on enterprise networks in L3 type of work or equivalent industry knowledge (4 years’ experience post CCNP if possible)
In-depth understanding of communication protocols (mainly TCP/IP) and routing protocols (e.g. BGP, OSPF)
Experience with network diagnostic, monitoring and analysis tools (e.g. SolarWinds, Wireshark, network tools (SNMP, NetFlow. Etc)
Solid understanding of Security technologies such as Firewall/IPS, VPN, & Cryptography on industry leading products such as Cisco, PaloAlto & SonicWall.
Experience working with Cisco Voice Collaboration systems such as CUCM, UCCX, IMP, CUC and Cisco WebEx
Working knowledge or experience on MS Collaboration solutions such as Skype for Business/Lync
Wireless related experience on industry leading products such as Cisco AP’s/WLC and Aruba.
Technical and user documentation
Strong customer service
An attractive remuneration package is waiting for the right candidate.
How to ApplySend your CV to firstname.lastname@example.org -Please Indicate applied position as the email Subject-
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