Its not just IT solutions, Its IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.
Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4, 500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the worlds leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow
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 customers 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 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 an Engineer in the team, you are expected to perform routine assignments and first contact most of the incoming tasks for the team. You are encouraged not to vary from established procedures by performing assignments according to the structure. You will use existing procedures to solve routine or standard problems. You will receive instruction, guidance, and direction from more senior engineers.
ROLE RESPONSIBILITIES:
- Maintain network availability for customers by performing routine maintenance, failover testing, implementing best practices, etc.
- Perform project-related duties regarding new and changing infrastructure deployments required by LSA customers.
- Provide prompt technical assistance on customer incidents when the Shift team and Service desk have exhausted all possible avenues.
- Regularly update customers on progress of incidents, problems, and changes by telephone and email.
- Regularly update Logicalis ticketing systems Service Now / Autotask with quality notes detailing progress and actions completed on open incidents, problems, and change requests.
- Completing customer Change Requests, including impact and risk analysis, and implementing out-of-hours where required.
- Provide technical consultancy to all other areas of the business to ensure the integrity, performance, and support of new opportunities that involve network 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 LSAs clients - for support and projects.
- To stay up to date and accredited with the current technologies.
- Capturing repeat faults and undertaking root cause analysis.
- Proactive identification of fault trends.
- Capturing time and maintaining a timesheet.
- National High School Senior Certificate (or equivalent)
- Graduate or qualified by experience.
- Cisco CCNA, Huawei HCIA, or Fortinet NSE 4 certified - mandatory
- Cisco CCNP, Huawei HCIP, or Fortinet NSE 4/5/6 preferred, but not mandatory
- ITIL v3 Foundation - preferred, but not mandatory
- Minimum 2 years of general IT support experience.
- Minimum 2 years of dedicated networking/security experience.
- LAN, WAN, and network security experience.
- Strong understanding of network infrastructure, network hardware, and networking protocols.
- Ability to implement, administer, and troubleshoot network infrastructure devices, including but not limited to routers, switches, access points, wireless controllers, and firewalls.
- Knowledge of application transport and network infrastructure protocols.
- Ability to create accurate network diagrams and documentation for design and planning networks.
- Ability to think through problems and visualize solutions.
- Capable of providing specific and detailed information for hardware and software selection.
- Ability to quickly learn new or unfamiliar technology using documentation and internet resources.
- 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, high-profile 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.
