Kindly note that Jobline will be offline for maintenance on this Friday (May 14, 2021) from 5:00 PM to 9:00 PM.

Responsibilities

  • Provide remote and on-site technical support, including but not limited to, Incident Management and Problem Management
  • Escalate incidents, problems, changes to Team Lead, Service Delivery Manager, Account Manager or vendors as per defined business rules, ensuring timely resolution of client service requests
  • Liaise with vendors needed to achieve incident and problem resolution.
  • Maintain detailed knowledge of clients’ environments, where applicable, by maintaining and updating relevant documentation.
  • Provide high levels of customer service and resolving problems/issues with the client in a constructive manner.
  • Prepare adhoc reports as required for contractual requirements.
  • Contribute to ITIL based processes to ensure successful delivery of services and initiate solutions to improve quality and productivity
  • Participate in client presentations when necessary

Requirements

  • CCNP or CCIE in Enterprise is required
  • Hands-on experience in installation, configuration and troubleshooting of Cisco routers, wireless or switches
  • Have some working knowledge of Cisco Routers, Switches, SD-WAN, DNA, Wireless products in addition to Meraki Switch, Router, Wireless products
  • Degree or Diploma in Computer Science, Computer or Electronics Engineering, Information Technology or related disciplines
  • At least 3 years of experience in a technical support environment working with Cisco products
  • Experience with VMWare NSX and VMWare Load balancers, is an added advantage
  • Knowledge of Aruba, Bluecoat, Ironport, F5, Checkpoint, Fortigate or Juniper products is also preferred
  • Able to work in a 24x7 and team environment