Level 2 Network Support Specialist at eStream Networks

•  Responsible for handling all second-level support and service requests from assigned customers by providing top-level network analysis on any incident and on all technologies deployed by the company. 
• Supporting field engineers and customers in the deployment, maintenance, and troubleshooting to restore normal service operation within the agreed OLA on:
• various WAN connectivity solutions (Internet & VPN); across multiple technologies like Radio (PTP, PTMP), Fiber, and VSAT from various service providers. Various LAN and WLAN solutions; 
• Enhancing customer relationships by meeting organizational & operational objectives.

Duties and responsibilities

Strategic Insight and Integration

• Support the Service Manager in achieving the yearly corporate strategy objectives.
• Responsible for accepting full documentation/responsibilities of assigned customers’ links from Service Delivery.
• Lead and manage service troubleshooting for Major, recurring, and lingering incidents. 
• Provide inputs to the departmental annual budget.
• Provide technological innovation to improve access network, maintenance, and support.
• Develop and continuously improve on the company standard troubleshooting methodology, i.e. Troubleshooting Standard Operating Procedure. 
• Provide & report detailed intelligence on service performance for all products being deployed by the company to the departmental Line manager.

Technical / Analysis and Problem Solving

• Provide Level 2 remote support to all FSE, contractors, and customers during link troubleshooting and link maintenance for all services deployed by the company including 3rd party.
• Responsible for step-by-step troubleshooting customers\' network devices such as VSAT, APN, microwave radios, routers, and switches.
• Investigate and help resolve issues on the customer’s network and IT using the agreed

troubleshooting methodologies.

• Ensuring accurate recording of all incidents using the Company’s ticket management tool, closing within agreed timeframes, and reporting incident resolution analysis (RCA) to all stakeholders.
• Escalates and liaises with Core RF and Core IP in resolving more complicated incidents above level 2 knowledge. 
• Occasionally, visits customers\' premises to investigate and resolve outstanding incidents. 
• Ensure incident resolution follows company Standard Troubleshooting Methodology.
• Do whatever it takes (e.g. using escalation matrix, OLA) to ensure all incidents (including services from 3rd party providers) are resolved within the agreed SLA. 
• Professional managing (both soft and technical) of all assigned customers in order to maintain your Customer Retention Ratio (CRR) KPI.
• Ensures all customer installation parameters, deployment process, test results, and performance metrics adhere to eStream-approved defined standards as stipulated during the design process.
• Excellent understating and consistent implementation of your departmental policy, procedures, and process. 
• Supports engineers at sites in the resolution of incidents and visit sites where applicable.

Leadership

• Provide various technical training, knowledge sharing, and product knowledge with your Level 1 team Level 2(Network support engineers), and associated FSEs. 
• Participate in the development of various SOPs in your department. 
• Assist and resolve all incidents spanning outside level 1 support OLA.

Interpersonal, Relationship Management & Collaboration

Collaborate with:

• Network Operations in the delivery of quality service to customers at all times.
• Core RF and IP in resolving any difficult incident. 
• Vendor Mgt on quality service from all 3rd parties. 

Communication

• Identify service delivery gaps and submit recommendations to your Line Manager to improve the quality of service delivered and increase CRR. 
• Generate and submit various assigned periodic reports for sound decision-making.
• Participate actively in monthly/quarterly service review meetings and communicate areas of improvement.

Customer Focus

• Monitor and provide high-level support to achieve 99.99% service availability and performance at all times for assigned customers.
• Must be available to work non-standard business hours, and during holidays or other (i.e., Time off, vacation, sick, etc.) in order to keep customers satisfied and achieve the agreed SLA as expected.

     Financial Management

• Recommend and implement cost-saving initiatives
• Negotiate Vendor/3rd Party surcharge in favour of eStream.
• Negotiate service availability of customers to reduce chargeback.   

Requirement

Education & Work Experience

• First degree /Equivalence in Computer Engineering, Computer Science, Electrical Electronics, Physics, Telecoms Engineering.
• 5-7 years relevant experience as a hands-on network support specialist including remote support in an ISP or a Telecoms firm.
• Technical knowledge of Network Infrastructure (e.g. Routers, Switches, RF, Fiber, VSAT, Cables), Core network architecture (IP Routing using various protocols on Cisco and Mikrotik equipment), link integration

Certifications, Competency and Skills.  

• Certifications on ITIL V3/4, CCNA, Mikrotik(MTCNA, MTCRE), CWNA, CCNP RF Radio (Cambium, Ubiquiti), training on ISO 20000.

Competency in the following;

• Network troubleshooting (static routing, OSPF, BGP), Network Monitoring, Case/incident management, Problem Mgt, Knowledge on core network architecture & configuration, knowledge on complete customer life cycle - SDRM, Integration Parameters, Survey and installation sheet, LAN, MPLS, VPN, troubleshooting expertise, APN installation/troubleshooting, knowledge on fiber troubleshooting and RF.
• Reconciliation, remote support (link integration, deployment and troubleshooting), knowledge of ISO standards (9001:2015 & 20000) and practice, SLA management.

Skills in the following;

• Logical, Analytical, Inquisitive, Resilience.
• Customer service mgt, People Management, and Leadership.
• Effective Communication (Email writing, Oral & Reporting).
• Stakeholder Mgt, Vendor Mgt. Customer complaints Mgt, Multitasking, Time mgt, Negotiation, Innovation, Creativity.

KPIs

• Meet a certain % success rate on incident resolution timing within defined customer SLA metrics on MTTR
• Maintain 1-hour maximum time to resolve incidents at second level 
• Increase customer satisfaction level to 
• Increase CRR to a defined figure
• 100% compliance to eStream process and procedures on incident management.
• Reduce access link integration time to a will state level.
• Increase departmental knowledge & skills on network troubleshooting to certain level within a timeline.
• 100% documentation of all resolved incidents and participation in service review meetings.

Working conditions

• The incumbent may be required to sit in cold (air-conditioned) rooms for a long time.
• The incumbent may be required to travel out of the station often.