Wan Network Engineer L1
Technology, IT Services
Minimum Requirements
- 2–4 year’s work experience
- At least 2 years’ experience in administering and troubleshooting network infrastructure devices
- Up to date and relevant ITIL certification (Foundation Level)
- CCNP Advantageous
- Cisco IOS
- Wireless Knowledge
- SDWAN experience advantageous.
- LAN – WAN
- with Networking
- Demonstrate excellent attention to detail
- Demonstrate good written and verbal communication skills
- Ability to plan activities well in advance, and considers possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurised environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
- Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Responsibilities
- Identify problems and errors prior to or when they occur
- Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigate first line incidents assigned and identify the root cause of incidents and problems
- Report and escalate issues to 3 rd party vendors
- Fulfil approved requests following agreed procedures
- Provide telephonic or chat support to clients when required
- Follow the required handover procedures for shift changes to ensure service continuity
- Report and escalate incidents where necessary
- Ensure the efficient and comprehensive resolutions of incidents and requests
- Proactively identify opportunities for work optimisation
- Update existing knowledge articles or create new ones
- Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.
