Job Description & Requirements
Key responsibilities and accountabilities
· Act as an escalation point for hotel support helpdesks and Network Operations Team.
· Responds to tickets assigned to them via service desk and ensures effective resolution of faults within agreed SLAs.
· Maintain regular communication with customers and internal staff for all faults assigned to them.
· Occasionally provide telephone and email support to our clients and internal staff, as needed across the entire range of our services and solutions.
· Working with carriers to achieve fault resolution
· Occasionally provide technical support and solution design for our conference teams.
· Perform site network, hardware installation, surveys and documentation.
· Perform technical projects such as upgrades, new software releases, hardware swap outs as dictated by internal product development roadmap.
· Perform regular maintenance of the backbone network, identifying and resolving issues where possible.
· Document and log all activity and information using the defined tools and procedures.
· Developing and writing detailed process and systems documentation
· Maintain regular and consistent attendance and punctuality
· Pursue personal development of skills and knowledge necessary for the effective performance of the role.
· Always conduct themselves in a manner befitting the company’s image.
Competency / Performance Drivers
· Experience configuring and working with network devices (Cisco routers and multi-vendor switches)
· Networking: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS,
· WAN Routing: BGP, OSPF, EIGRP, MPLS
· Switching: VLAN config, VTP, Spanning Tree
· Security: IPSec, VPN, Wireless encryption
· MPEG compression and multicasting
· Experience and competency at using and administering Linux/Unix/OS X operating systems
· Configuring and troubleshooting wireless networks
· Excellent interpersonal communication and customer service skills
· Experience of data telecommunications products
· Self-disciplined and motivated
· Basic SQL experience, writing scripts and queries.
· Experience of IPTV systems (specifically DVB and Satellite technology)
· Security best practice/Firewall configuration and management/VPNs.
· Experience with BASH scripting
Technical Expertise
· Educated to minimum Degree level or equivalent
· Minimum four years of experience in technical support or service related to IT / Telecoms
· CCNA/CCIP Qualification held
· Excellent English