Assurance Engineer at Nexio

Job Description

The Assurance Engineer will have to provide high-level, high-quality assurance role to Vodacom Business cooperate clients, in the Customer Services Operations Centre (CSOC). 

ROLE REQUIREMENT 

• 2nd Line support
• Troubleshoot and resolve client queries that are escalated
• Troubleshoot MPLS, BGP and Inter-VRF routing
• General routing issues
• Troubleshoot and configuring QOS
• Troubleshooting and configuring BGP
• Troubleshooting and configuring EIGRP
• Troubleshoot hosting / switching environment
• Troubleshoot any peering issues with ISP’s
• Troubleshoot and configuration of IPSec links on Cisco ASA
• Fail-over or any after-hour changes
• Provide knowledge sharing and support for 1st and 2nd line engineers
• APN troubleshooting
• Arrange failover testing and documentation
• Manage escalations and direct MTTR breaches
• Manage problem tickets and reoccurring backbone faults

KEY COMPETENCIES 

PROFESSIONAL COMPETENCIES

• User support and customer service  
• Technical troubleshooting
• Configuration policies and procedures  
• Identify and report trends and challenges
• VIP process management
• Escalation protocols

PROFESSIONAL COMPETENCIES

• System health checks
• Adapt to environmental changes related to support environment (systems, software, and procedures)
• Ticket lifecycle ownership
• Adherence to ticket update protocols
• Perform post resolution follow ups to help resolve queries.  

QUALIFICATIONS & EXPERIENCE 

• A valid CCNA Cisco certification 
• 3 - 6 years relevant experience with MPLS Networks
• Knowledge of ISP Technologies
• Knowledge Security, VoIP or Hosting technology as a secondary skill - L2
• Understanding of IP/GSM/Telecommunications/ICT Industry standards and methods - L1