Service Desk Engineer - Midrand at Nexio

Role Purpose

• To provide high-level, high-quality assurance role to Vodacom Business cooperate clients, in the Customer Services Operations Centre (CSOC) Resolver Team 2.

Key Responsibilities

• To provide a high-level, high-quality service assurance role to Vodacom Business corporate clients, in the Customer Services Operations Centre [CSOC] RT2
• Support all technical aspects of a Converged Network infrastructure, MPLS, SDWAN
• Reporting of all incidents to relevant parties
• Liaising with Client on all technical related events and fault resolutions
• Fault Management update on Siebel SRM
• Client update and follow up until incident closure: Complete understanding of ITIL practices.
• Cross collaboration with all levels within the Organization
• Service request management
• Fault diagnosis / Troubleshooting
• Monitoring
• Vendor management
• Provide Service desk 1st line support to customers.
• Responsible for Incident resolution
• Understanding of IP/GSM/Telecommunications/ICT Industry
• MPLS

COMPETENCIES REQUIRED

• Deciding and Initiating Action
• Applying Expertise and Technology
• Planning and Organising
• Analysing
• Learning and Researching

EXPERIENCE & QUALIFICATION REQUIRED 

Must have technical / professional qualifications:

• CCNA
• At least 3-5 years’ experience of which 2 years must be within a networking environment with 1 year with of service provider focus.
• Grade 12 and with valid CISCO Certifications.