Senior Network Support Engineer at Alfred & Victoria Associates

Job Description

• Provide technical support service via phone, email, and other channels as required to clients.
• Providing primary backup for networks should they fail
• Ensuring the effective administration of a new business network
• Performing troubleshooting on all programs when required
• Preparing post-mortem reports and performing trend analysis when there are system failures
• Developing proposals and helping to finalize opportunities that reduce expenses
• Developing and maintaining all of the comprehensive paperwork associated with the implemented network
• Assisting other departments when it comes to localized issues
• Coordinating with various different departments to help develop a Linux network design that runs smoothly
• Managing all of the technical network resources for both projects and the business as a whole
• Assisting and providing consultancy services to clients (should it be required)
• Supervising and ensuring there is an optimal level of technical backup at all times
• Administering and ensuring project completion
• Standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Proper vendor engagement and providing prompt and accurate feedback to customers.
• Escalate cases to another unit and follow up on the case. Ensuring incidents are documented in a professional manner using the available Customer Relationship

Requirements
Educational Qualifications: 

• Preferred B.Sc. / HND in Computer engineering, physics, electrical electronics, telecoms engineering.

Certifications/ Trainings:

• ITIL V3/4, CCNA OR Mikrotik (MTCNA)/MTCRE/CCNP and CWNA (within 6months of hire).
• RF Radio (Cambium, Ubiquiti and other licenced radios) is preferred.

Experience:

• Minimum of 3 years in customer experience and 3 years in L2 as a network support engineer

Technical Knowledge:

• Intermediate: Network troubleshooting (static routings, BGP), 
• Network Monitoring, 
• Case/incident management, 
• Problem Management, 
• Knowledge on core network architecture & configuration, 
• Knowledge on complete customer life cycle - SDRM, 
• Integration Parameters, 
• Survey & Installation sheet, 
• LAN, MPLS, VPN, 
• Troubleshooting expertise, 
• APN installation/troubleshooting, k
• Knowledge on Fiber troubleshooting and RF, 
• Reconciliation, 
• Remote Support (link integration, deployment and troubleshooting), 
• Vendor Engagement and escalation with other Administrative skills and Supervision of all L2 Network Support Engineer.