Career Opportunities at Logicalis

ROLE RESPONSIBILITIES:

• Event management - monitoring alarms from Logicmonitor and other tools, opening incidents in the ticketing system and notifying customers of an event within defined SLAs.
• Contact third party suppliers to log support calls, obtain updates on open support calls or request technical advice.
• Liaise with logistics team to ensure spares are delivered to a customer site where required.
• Liaise with the Maintenance team to ensure required parts are sourced and shipped to a customer site within SLA.
• Manage the “planned maintenance” process, receiving Carrier notifications of downtime and notifying the customer of any impact to service.
• Work closely with resource management to organise engineer to site where required.
• Carry out remote diagnostic tests and checks when incidents are logged by customers.
• Escalating calls to senior engineers or management as appropriate.
• Liaison with internal departments, vendors and suppliers where required.
• To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
• To ensure all requests meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Provide advanced diagnostics when appropriate.
• Implement routine and minor Change Requests.
• Actively seek to improve and grow own skill and knowledge in appropriate areas.
• Identifying and recommending improvements for the 1st Line Support operation
• Carry out housekeeping tasks.
• Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
• Handle incoming emails from customers, resolver teams and service management ensuring they are acted upon in a timely manner.
• Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
• Assist with the implementation of Customer projects, internal support projects or support administration tasks.
• Ad-hoc duties as required.

DELIVERY RESPONSIBILITIES:

• Attend the Change Advisory Board for customer change requests.
• Attend meetings and working parties to represent Operations where necessary.
• Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site.
• Helping to identify gaps in existing technical documentation, knowledge and skills.
• Creating and maintaining of technical customer documentation.
• Ensuring customer transition pre-requisites are delivered by EPM and Project Management.
• Undertake technical audits for key customers where issues have been identified.

KEY PERFORMANCE INDICATORS:

KPI’s

• Change Implementation Quality.
• Complete Partnership and Technical Skill Certifications Requirements.
• Customer and End User Satisfaction and Relationships.
• Customer Service Improvements.
• Identify Project Opportunities.
• ISO 270001 and 20000 Compliance.
• Project Execution and Service Transition Quality.
• Ticket Management Disciplines and SLA’s.
• Timesheet Completion Quality.
• Any added goals.

Skills and Competencies

• Accountable Execution.
• Agile Transformation.
• Cross-Business Engagement.
• Entrepreneurial Spirit.
• Excellent Customer Solutions.
• Impactful Communication.
• Inclusive Teamwork.
• Positive Resilience.
• Self-Driven Learning.
• Smart Decision Making.

PERSON REQUIREMENTS:

EXPERIENCE:

• Minimum 2 years general IT support experience.
• Minimum 2 years dedicated networking/security experience.
• LAN, WAN and network security experience.
• Strong understanding of network infrastructure, network hardware and networking protocols.
• Ability to implement, administer, and troubleshoot network infrastructure devices, including but not limited to routers, switches, access points, wireless controllers and firewalls.
• Knowledge of application transport and network infrastructure protocols.
• Ability to create accurate network diagrams and documentation for design and planning network communication systems.
• Ability to think through problems and visualize solutions.
• Capable of providing specific and detailed information for hardware and software selection.
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.

QUALIFICATIONS:

• National High School Senior Certificate (or equivalent)
• CompTIA A+
• CompTIA N+ (preferable, not mandatory)
• Cisco CCNA or Fortinet NSE 4 certified - mandatory
• Cisco CCNP, Fortinet NSE 4,5,6 – preferred, but not mandatory
• ITIL v3 Foundation - preferred, but not mandatory

go to method of application »

ROLE RESPONSIBILITIES:

• Event management - monitoring alarms from Logicmonitor and other tools, opening incidents in the ticketing system and notifying customers of an event within defined SLAs.
• Contact third party suppliers to log support calls, obtain updates on open support calls or request technical advice.
• Liaise with logistics team to ensure spares are delivered to a customer site where required.
• Liaise with the Maintenance team to ensure required parts are sourced and shipped to a customer site within SLA.
• Manage the “planned maintenance” process, receiving Carrier notifications of downtime and notifying the customer of any impact to service.
• Work closely with resource management to organise engineer to site where required.
• Carry out remote diagnostic tests and checks when incidents are logged by customers.
• Escalating calls to senior engineers or management as appropriate.
• Liaison with internal departments, vendors and suppliers where required.
• To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
• To ensure all requests meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Provide advanced diagnostics when appropriate.
• Implement routine and minor Change Requests.
• Actively seek to improve and grow own skill and knowledge in appropriate areas.
• Identifying and recommending improvements for the 1st Line Support operation
• Carry out housekeeping tasks.
• Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
• Handle incoming emails from customers, resolver teams and service management ensuring they are acted upon in a timely manner.
• Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
• Assist with the implementation of Customer projects, internal support projects or support administration tasks.
• Ad-hoc duties as required.

DELIVERY RESPONSIBILITIES:

• Attend the Change Advisory Board for customer change requests.
• Attend meetings and working parties to represent Operations where necessary.
• Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site.
• Helping to identify gaps in existing technical documentation, knowledge and skills.
• Creating and maintaining of technical customer documentation.
• Ensuring customer transition pre-requisites are delivered by EPM and Project Management.
• Undertake technical audits for key customers where issues have been identified.

KEY PERFORMANCE INDICATORS:

KPI’s

• Change Implementation Quality.
• Complete Partnership and Technical Skill Certifications Requirements.
• Customer and End User Satisfaction and Relationships.
• Customer Service Improvements.
• Identify Project Opportunities.
• ISO 270001 and 20000 Compliance.
• Project Execution and Service Transition Quality.
• Ticket Management Disciplines and SLA’s.
• Timesheet Completion Quality.
• Any added goals.

Skills and Competencies

• Accountable Execution.
• Agile Transformation.
• Cross-Business Engagement.
• Entrepreneurial Spirit.
• Excellent Customer Solutions.
• Impactful Communication.
• Inclusive Teamwork.
• Positive Resilience.
• Self-Driven Learning.
• Smart Decision Making.

PERSON REQUIREMENTS:

EXPERIENCE:

• Minimum 2 years general IT support experience.
• Minimum 2 years dedicated networking/security experience.
• LAN, WAN and network security experience.
• Strong understanding of network infrastructure, network hardware and networking protocols.
• Ability to implement, administer, and troubleshoot network infrastructure devices, including but not limited to routers, switches, access points, wireless controllers and firewalls.
• Knowledge of application transport and network infrastructure protocols.
• Ability to create accurate network diagrams and documentation for design and planning network communication systems.
• Ability to think through problems and visualize solutions.
• Capable of providing specific and detailed information for hardware and software selection.
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.

QUALIFICATIONS:

• National High School Senior Certificate (or equivalent)
• CompTIA A+
• CompTIA N+ (preferable, not mandatory)
• Cisco CCNA or Fortinet NSE 4 certified - mandatory
• Cisco CCNP, Fortinet NSE 4,5,6 – preferred, but not mandatory
• ITIL v3 Foundation - preferred, but not mandatory

go to method of application »

ROLE RESPONSIBILITIES:

Improve Quality of tickets by creating Knowledge articles – Target 90%

• Identify operational trends and provide actionable recommendations to improve service levels and Quality of Service (QoS).
• Plan and document standard operating procedures, call routing, and call management strategies.
• Update the knowledgebase articles for key processes

Service Level agreements\Retain customers – Target 80% (FCR)

• Respond promptly to customer contacts via telephone, e-mail, or other communication channels.
• Gather customer and technical information to assess appropriate level of service and urgency.
• Update customer databases with service request details and resolution outcomes.
• Assign service requests to the appropriate resources and coordinate work with those resources to ensure they are addressed in accordance with agreed SLAs.
• Monitor progress of the service requests and escalate when needed.
• Follow up with customers to ensure their inquiries and service requests have been fully addressed.
• Identify opportunities to improve customer service processes.
• Develop and maintain relationships with customers to ensure positive customer experience.
• Respond quickly to customer requests for service and ensure timely closure of incidents and requests.

Customer experience\Team Collaboration – Target 90%

• Establish and maintain strong relationships with suppliers, internal staff and customers to ensure a high level of service delivery.
• Work closely with external contractors to arrange site visits or remote access sessions
• Work closely with internal teams and stakeholders.

Development\Training – Target 100%

• Identify own areas of development and advise Team Lead of courses that can assist in closing the gap.
• Provide technical advice and training to more junior colleagues.

QUALIFICATIONS

• Matric
• A+
• N+
• IT Diploma or Certificate (preferred)
• ITIL Foundation (advantageous)
• Microsoft Active Directory Administration (advantageous)

EXPERIENCE

• At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.
• The candidate should ideally have 1-2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking.
• Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4. Good PC skills, MS Office packages
• Knowledge of system troubleshooting techniques.
• Strong problem-solving and analytical skills.
• Good communication skills both written and verbal.
• Ability to work well and collaboratively in a team environment.

Experience in the following applications will be advantageous.

Supported Applications

• Operating Systems
• Applications
• Windows 10
• Adobe Reader
• Windows 11
• Google Docs
• Windows network folder/file security
• KeePass
• Security Applications
• Ticketing systems (Service Now)
• VirusScan
• Telephony (xCally & MicroSip)
• Internet Browsers
• Microsoft Office 365
• Apple Safari
• Microsoft Access
• Google Chrome
• Microsoft Word
• Microsoft Edge
• Microsoft Excel
• Mozilla Firefox
• Microsoft MS Teams
• Mobile Devices
• Microsoft Lync
• Android Devices (Tablets/Phones)
• Microsoft Visio
• iOS Devices (iPads/iPhones)
• Microsoft Outlook
• Windows Mobile (Tablets/Phones)
• Microsoft PowerPoint
• Hardware
• Microsoft Project
• Printers
• Microsoft SharePoint
• Laptops
• Microsoft InfoPath
• Desktops
• Software Tools
• Peripherals (keyboard, mouse)
• MS Active Directory Admin center
• MS Exchange Admin center
• Desktop Remote access tools