Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!
We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.
Join us and become a part of something epic!
ROLE PURPOSE
The Logicalis South Africa (LSA) Networks Team has responsibilities focused on the smooth running of our
customer’s network environments, ensuring LAN and WAN availability is maintained at the highest level. This is
achieved by performing routine maintenance and implementing best practices on routers, switches, access points,
wireless LAN controllers, and firewalls.
As a part of the Networks team, you will be responsible for working on incidents, problems, and changes, always
adhering to ITIL principles. You will also be required to support a 24/7 Shift Team out of hours as needed on standby
rotation. You might be required to work on a staggered shift schedule to cover support for offshore customers in
different time zones. You will work alongside Project, Transition, and Service Delivery management teams to assist
in the smooth transition and acceptance of new customers and technologies into support.
As a Senior in the team, you will be considered an escalation point, as such you will be expected to participate in
high-impact, high-urgency incidents where prompt resolution and root cause analysis is required. You are expected
to contribute to process improvements. You might occasionally lead the work of small project teams. You are
expected to provide informal guidance to less experienced engineers and be able to work with minimal guidance.
ROLE RESPONSIBILITIES:
• Design, implement, and maintain Network environments.
• Day-to-day support of our customer’s Network environments.
• Ability to perform both project and support work on the Cisco Networks environments.
• Troubleshooting technical faults and providing satisfactory fixes to the customer.
• Regularly update customers on the progress of faults by telephone and email.
• Regularly update Logicalis ticketing system Service Now / Autotask with quality notes detailing
progress and actions completed on open incidents, problems, and change requests.
• Perform project-related duties regarding new and changing infrastructure deployments for clients.
• Regularly update clients on the progress of incidents, problems, and changes by telephone and email.
• Assisting, mentoring, and training less experienced engineers with technical escalations and upskilling.
• Providing input to customer-facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Development of peer relationships with key suppliers.
• Working closely with the Team Leader (TL) on continual improvement programs.
• Provide technical expertise to TL and assist with technical skills evaluation of other engineers.
• Work with the other departments to understand and share technical strategy.
• Complete customer Change Requests, impact & risk analysis, implementing out-of-hours if required.
• Provide technical consultancy to all other areas of the business to ensure the integrity, performance,
and support of new opportunities that involve support.
• Find technical solutions to problems where necessary and practical, without compromising the
commercial viability of a new product.
• Where required perform the ‘Lead Engineer’ role for some of LSA’s clients for support and projects.
• To stay up to date and accredited with the current technologies.
• Capturing repeat faults and undertaking root cause analysis.
QUALIFICATIONS
• National High School Senior Certificate (or equivalent)
• Graduate or qualified by experience.
• Cisco CCNP, Huawei HCIP, or Fortinet NSE 4/5/6 – mandatory
• Cisco CCIE, Huawei HCIE, or Fortinet NSE 7/8- preferred, but not mandatory
• ITIL v3 Foundation - preferred, but not mandatory
EXPERIENCE:
• Minimum 8 years of general IT support experience.
• Minimum 5 years of dedicated networking/security experience.
• Professional in designing, configuring, and troubleshooting, routing, switching, security, and wireless.
• Professional in designing configuring and troubleshooting MPLS and/or SD-WAN
• In-depth knowledge of troubleshooting network environments.
• Experience in managing major incidents in collaboration with Major Incident Management (MIM)
• Experience with Change Management.
• Knowledge of trace analysis, Wireshark & packet capture.
• Experience in putting together effort costs for project work.
PERSON REQUIREMENTS:
• A high command of the English language both written and verbal is essential.
• Self-motivated with the ability to work unsupervised.
• Good communicator with the user environment.
• Ability to work in a very busy and highly pressurized environment and deal with high-impact, highprofile
incidents, problems, and changes.
• A structured and organized approach to complex problem determination and solving.
• Numerate and literate with an eye for detail.
• Punctuality.
• Excellent verbal and written communication skills.
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency, and ease.
• Possess proficient analytical and decision-making skills.
• Capacity for gathering and scrutinizing data to identify issues, opportunities, and patterns.
• A good listener, with the ability to communicate technical issues and resolutions to people of varying
technical levels.
• Proficient relationship-building skills – predict customer behaviour and respond accordingly.
• A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach,
committed to exceeding customer expectations.
• Dynamic but aware of the views and feelings of others.
• Professional & diligent team player but able to work independently and be self-motivated.
• Enthusiastic, energetic, and confident.
• Demonstrate clear purpose, enthusiasm, and commitment.
• Ability to train users effectively.
• Code B driving license (or code that includes B) and own transport.
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