Junior SLA_ZA at Computacenter

• To resolve network and security related problems across multiple customers and data centres

Main purpose of Job/Role: 

The Ideal Candidate will: 

• Incident queue management (Vetting, assignments, and flag incorrect queue assignment, aged or re-occurring incidents and comebacks). 
• Resolve service support tasks using documented processes. 
• Adhere to defined processes 
• Provide technical input based on experience. 
• Execute defined project tasks. 
• Responding to customer queries 
• Managing own workload. 
• Ensure that documentation is relevant to effective resolution of problems. 
• Have basic vendor knowledge: Cisco, Checkpoint, Citrix NetScaler, Solarwinds Orion Suite, or related products.  
• Represent team in customer group discussions. 
• Work in accordance with Computacenter standards and processes.  
• Be polite & professional and be able to communicate effectively with customers to ensure requirements are understood and met within agreed timescales

Essential Knowledge/Skills 

Be able to demonstrate thorough understanding of:                           

• Switching                            
• Routing                 
• Security/Firewall               
• IP Sub-netting

Desirable Knowledge/Skills

• VPN 
• VOIP/QoS 
• Bandwidth management 
• Network Load Balancing 

Essential Qualifications 

• CCNA and/or CCSA qualified and minimum of 2 years networking experience required.
• Desirable Qualifications 
• ITIL 
• IT related degree or diploma