East London, Eastern Cape, ZA
4d ago
source : Work-Force

Desired Programming / Scripting Skills :

  • Python, PHP, XML, REST API Programming / Scripting (or similar programming / scripting languages)
  • Responsibilities : Ensure resolution of incidents and requests :

  • Investigate second line support calls assigned to them and identify the root cause of incidents and problems. Ensure the efficient and comprehensive resolution of incidents and requests.
  • This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members.

    Report and escalate issues to 3rd party vendors if necessary. Take full ownership for managing the incident to resolution within the service level conditions.

    Monitor infrastructure :

  • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts.
  • Where software is a component of the solution, take responsibility for ensuring that the software is installed and configured according to client requirements.

    Identify problems and errors :

  • The MS Engineer (L3) identifies problems and errors prior to or when they occur. Log all such incidents in a timely manner with the required level of detail with all the necessary.
  • Liaise with all stakeholders including client IT environments, vendors, carriers and company colleagues to expedite diagnosis of errors and problems and to identify a resolution.

    Incident management :

  • When required they will take responsibility receiving calls and incidents at the services desk. Assist in analysing, assigning and escalating the support calls.
  • Provide telephonic support to clients where required. Update incidents with progress and resolution details.

    Ensure continuous feedback :

  • Provide continuous feedback to clients and affected parties and update all systems and / or portals as prescribed by company procedures.
  • Quality Management :

  • Identify opportunities for work optimisation including opportunities for automation of work
  • Incident reduction and avoidance :

  • The MS Engineer (L3) will routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
  • This could include identification of problematic systems in a client environment or regular times certain incidents occur.

    Identify potential solutions for reduction / avoidance. MS Service Engineer also flags any repeat incidents or service requests for automation.

    Shift management :

  • MS Engineers (L3) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.
  • Complete and maintain any shift handover schedules.

    Certifications Required :

  • ITIL v3 Foundation
  • Cisco Certified Internetwork Expert - Routing and Switching (CCIER / S)
  • Cisco Certified Network Professional - Wireless (CCNP-W)
  • Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT)
  • JNCIA Security
  • Certified Partner SE - WAN Optimization
  • Riverbed Certified Solutions Professional - WAN Optimization (RCSP-W)
  • F5 Certified Technology Specialist Local Traffic Management (F5- CTS-LTM)
  • 301a LTM Specialist Architect Setup and Deploy Security domain
  • Cisco Certified Internetwork Expert - Security (CCIE-S)
  • Juniper Networks Certified Internet Associate - Intrusion Detection and Prevent (JNCIA-IDP)
  • Check Point Certified Security Administrator (CCSA)
  • Check Point Certified Security Administrator NG with Application
  • Intelligence (CCSA-NG AI)
  • Check Point Certified Security Expert (CCSE)
  • Certified Partner SE Security
  • Certified Partner SE - Web Security
  • VMware Certified Professional vSphere
  • Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)
  • MCSA+VCP, RHCE or equivalent
  • EMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA VNX SS V8)
  • Blue Coat Certified Proxy SG Professional (BCCPSGP)
  • Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT)
  • Cisco Certified Internetwork Expert - Voice (CCIE-V)
  • Cisco Certified Network Associate - Video (CCNA-VID)
  • ACIS - Avaya Communication Manager 5.2.1 (ACIS 6006)
  • Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
  • Genesys CIM8 Troubleshooting for Support (GCS8-CCTS)
  • Genesys eServices 8 Consultant (GCP8-CESV)
  • Genesys Inbound Voice 8 Consultant (GCP8-CIV)
  • Genesys SIP Server 8 Consultant (GCP8-SIP)
  • Genesys Voice Platform 8.5 Consultant (GCP8-CVP)
  • Genesys Workforce Management 8.5 Consultant (GCP8-WFM)
  • Cisco Qualified Specialist - Cisco IP Contact Center Express Representative (CQS-IPCCER)
  • Cisco Qualified Specialist - Cisco IP Contact Center Express Specialist (CQS-IPCCE)
  • Cisco Qualified Specialist - Cisco IP Telephony Design Specialist (CQS-DS)
  • Cisco Certified Internetwork Expert - Certification Collaboration (CCIE-COLLA)
  • Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
  • Genesys Composer using Voice Applications 8 Developer (GCD8- DCV)
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