Experience
- Minimum 6 - 8 years experience in an IT environment
- Proven experience in a senior network support role
- Demonstrated experience in dealing with customers at all organizational levels
Skills
- Effective oral and written communication skills to ensure clear and accurate communication with all stakeholders
- Effective negotiation and problem resolution skills to achieve win/win situation
- Demonstrated skills in developing high-level relationships with clients, vendors, and industry leaders.
Ability
- Ability to apply technology to contribute to the overall goals of the organisation
- Integrity in dealing with personnel, customer and supplier issues
- Demonstrated work history of ethical business practice
- Self-motivated and outcome orientated
Key Qualifications, Certifications & Training
Certifications
- Relevant Industry Experience and / or Certifications in Cisco Routing and Switching VLAN/VPN
- Cisco Wireless & NAC
- Network Management Tools
- ITIL Service Management Tools
Preferred Qualifications
- FortiGate/FortiNet Experience.
- Cisco ISE Experience.
- Radio Frequency / Microwave Frequency wireless Experience (Point to Point) - Specifically Cambium and/or RaJant Mesh are a bonus.
- Mining company experience also a bonus.
Key Responsibilities
- Resolve customer incidents, problems and change requests to required service level targets
- Apply technical knowledge to effectively analyse and resolve problems
- Manage time in a manner to ensure all tasks are completed within specified time frames
- Liaise with customers to perform incident analysis and problem resolution management, to required service targets, defining and recommending solutions where no precedent solution is available.
- Demonstrate strong communication skills ensuring that verbal and written responses when dealing with customers and other team members are relevant, clear, complete and logical
- Accurately and consistently perform general administration and management of job logging functions.
- Assess and evaluate risk and understand the implications of new technologies.
- Perform scheduled maintenance and upgrades
- Liaise with peers and customers to determine appropriate technology solutions
- Produce, manage and adhere to documentation e.g. naming standards, site schematics, change control documents
- Manage time in a manner to ensure all tasks are completed within specified time frames
- Operate within ITIL service management processes including incident, problem and change management
- Take on any additional duties as requested by your manager in line with Business Unit objectives
