Enterprise Support Engineer at Orange Telkom

• Proactively monitor links usage, protocol analysis, frequent down times and notify clients on the same.
• Advice the Account Manager on possible and potential upgrades/ upsells  to the service
• Provide monitoring, management, event correlation and administrative support for the TKL Enterprise customers’ voice and data network on a 24 hr. × 7 rotational shift basis.
• Be able to provide 1st and 2nd line support for all network events related to Enterprise Customers networks.
• Pick client incoming calls and do 70% of the technical troubleshooting to close tickets on 1st call and ensure proper resolution issues within the agreed SLAs.
• Gather diagnostic details, troubleshoot and resolve standard network issues, assigning tickets to TMCs, notifying the enterprise customer about RFOs/TTRs and preparing incident reports.
• Effectively manage fault escalation processes and Incident management processes for each reported Enterprise customer cases.
• Maintain accurate, consistent and clear communications with a wide a variety of internal and external teams so as to provide relevant feedback to enterprise customers.
• Analyzes Enterprise customers’ services performance KPIs and provides feedback to various stakeholders on the performance levels vis-à-vis the SLAs.

• University degree in IT / Computer Science / Engineering / Telecommunications.
• One to three years’ work experience in tier 2 network support.
• Cisco Certified Network Associate is a Plus

Key Competencies:

• Customer & results orientation
• Experience with managing Enterprise customers’ expectations
• Ability to learn new technologies quickly in a self-study environment.
• Problem solving, troubleshooting and analytical thinking
• Planning and organizing and pro-active approach
• Team-work, communication and co-operation
• Ability to multi-task in a high pressured, time critical environment.
• Willing to work a flexible schedule to meet24/7 business requirements