Hot Spot/Support Engineers at SWAP Consulting

JOB RESPONSIBILITIES

•    Investigate and resolve alerted and escalated technical issues with customers.
•    Provide technical support for all our services: Voice, Data connectivity, Internet services, DNS services, Email, IPTV etc.
•    Consistently provide a high level of excellent customer service and support.
•    Support the client and ensure all agreed SLAs are met.
•    Ensure all calls are properly logged and tickets are assigned accordingly to all faults.
•    Complete ad-hoc admin duties.
•    Troubleshoot faults, identify the root-cause and resolve within the stipulated SLA agreement.
•    Escalate issues that cannot be resolved remotely to Field support Engineers for prompt site visit.
•    Maintain and improve personal knowledge of the products and services required to deliver the required level of technical competency.

JOB SPECIFICATIONS

• Academic: (B.Sc/B.Eng) Computer Science/Computer Engineering /Electrical-Electronics engineering
• Professional: CCNA , CCNP (desired)
• Experience: 2-3 years

COMPETENCE   
Skills    Knowledge    Personal  Attributes
•     Good knowledge of MS Office products.
•     Excellent communication skills, both verbal and written.
•     Strong telecommunications, IP design skills, in depth knowledge of IP Network
•     A hands on experience with the following is a must: IP Routing, MPLS, QOS, VPN.
•     Knowledge and experience with network security (IPSec Firewalls) is desirable.
•     A hand on experience with OSPF and BGP is desirable.
•     Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable
•     Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.
•    The ability to quickly learn support for multiple network platforms.
•    Team Player.
•     Cisco certifications are highly desirable.
•    In depth IP network knowledge.
●    Good knowledge of ITIL operations
●    Hands on experience on cisco devices and unix operating systems.
•    Good Oral Communication.
•    Customer care and support knowledge.
•    In depth Network troubleshooting knowledge.
•    Knowledge of network media technologies.
•    Hard working
•    Self-Starter
•    Team player
•    Leadership qualities.
•    Dependability
•    Enthusiastic, Knowledge-savy
•    Adaptability
•    Ability to work under pressure.
•    Logical and analytical skills.
●    Ability to manage assignments and track progress
●    Close attention to detail
●    Self-disciplined
•    Consistently adhere to standards and processes.
•    Assertive and confident in own decision making ability.
•    Reliable with excellent time keeping skills.