Fresh Openings at Reflex Solutions

Reflex Solutions is looking for a highly skilled Software developer who is comfortable with both frontend and back-end development. Our team is passionate around solving business problems through innovation. The successful candidate will be required to see out projects from conception to final product.

Key responsibilities:

• Developing API endpoints and consuming 3rd party API’s
• Web application development in C#, HTML5, CSS3, JavaScript, React and MSSQL
• System integration development
• Development, testing, debugging, documenting, and monitoring
• Ensuring cross-platform optimization
• Research, evaluate and implement ways to incorporate existing or new technologies into the business and product offering
• Recommending changes and enhancements to software applications
• Engaging with key stakeholders
• Debugging and Application support

Minimum requirement:

• Relevant certification
• 5+ years of full-stack development experience covering front-end, middle tier and database
• 3+ years’ experience with .Net, React and MSSQL
• 2+ years of experience with applications or server support
• Requirements gathering experience
• Knowledge of managing MS based systems and processes
• Experience in Agile development methodologies.
• Experience with Azure DevOps, Microservices and Azure Services
• Experience with Kubernetes advantageous
• Excellent verbal communication skills
• Good problem-solving skills
• Attention to detail

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Duties and Responsibilities:

• Provide strategic commercial and sales direction for the division
• Develop high quality business strategies and plans ensuring their alignment with short-term and long-term objectives
• Supervise and control all strategic sales and business aspects of the division
• Lead and motivate subordinates to advance employee engagement and develop a high performing team
• Oversee all sales activities to ensure they produce the desired results and are consistent with the overall strategy and mission
• Analyse Potential Markets Before Product Launch: Responsible for analysing market data to determine the ideal customer for a given product
• Craft Sales Playbook: Use the available data, coupled with sales expertise, to craft sales playbook and competitive differentiators
• Qualifying Deal Prospects: Assist the team in qualifying leads by using their deep understanding of the product offering and customer pain points
• Marketing Strategy: Contributing to strategy meetings held by the marketing team and align product offerings with the marketing campaign
• Establish and maintain relationships with current and new clients through relationship building strategies and increase business with new clients by creating understanding for the clients’ business outcome requirements
• Locate and acquire new business clients
• Collaborated with a diverse customer base, including community leaders and senior business executives
• Demonstrated strong industry related product knowledge

Experience and qualifications:

• Bachelor’s degree in business, marketing or related field.
• 5+ years in related role, having a sales and commercial background
• High-level communication skills
• Stakeholder management skills
• Proven ability to negotiate
• Experience with design and implementation of business development strategy
• Conflict resolution
• The ability to self-motivate and motivate a team
• Experience in sales, marketing or related field
• Strong communication skills and IT fluency
• Ability to manage complex projects and multi-task
• Excellent organizational skills
• Ability to flourish with minimal guidance, be proactive, and handle uncertainty
• Proficient in Word, Excel, Outlook, and PowerPoint

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We are an IT Infrastructure Company, based in Rosebank, looking for a Sales Administrator to join the Carrier Team. The ideal incumbent is someone who is interested in moving towards a Junior Sales consultant or SDM career.   

Duties and Responsibilities: 

• Provide administrative functions such as: 
• Getting supplier pricing and drafting quotations 
• Building quotes and proposals 
• Building customer reports according to FCIO needs 
• Helping get feasibility from 3rd party connectivity providers 
• Receiving reception phone calls (ad hoc function) 
• Helping the presales team when and where needed 
• Vetting and governance of all major contracts from clients (Quality assurance) 

• Accurate calculations of revenue for employees and clients on a broad spectrum 
• Extensive knowledge of Microsoft Office and Outlook to create presentations, spreadsheets, databases and organize meetings 
• Professional telephonic and physical interaction skills to deal with staff and clients daily 
• Assisting with system errors for in house tools and improving process/workflow 
• Intense knowledge of cloud and physical networks and connectivity 
• Focused on bringing together employees, products, clients, and other resources for the company 
• Providing Sales Consultant support ensuring compliance with the sales process 
• Quality assurance processes to verify legitimacy of client contracts, vendor/partner contracts and internal supporting documents 
• Verifying and maintaining data integrity using various internal CRM tools 
• Detailed reports (excel) provided to management regarding CRM data, queues, Sales figures, product line items, billable line items 
• Co-ordinate the communication process between client managers, BU Managers, suppliers, clients, and other stakeholders where applicable 
• Work closely with the IPM (Installation Project Manager) / Project Coordinator once a sales opportunity is won to ensure all work orders are created and properly assigned 
• General administration support and data capturing 
• Assisting with Administrative duties associated to Bid Submissions 
• Assisting with the organization of the planned marketing and sales events for the year  

Minimum requirements: 

• Matric 
• Bachelor’s Degree or equivalent certification (advantage) 
• Technical certifications such as CompTIA A+ and N+ (advantage) 
• Minimum of 1 – 3 years’ experience in the same or similar role 
• Computer literate (Excel, Word, PowerPoint, Outlook) 
• Organized, detail-oriented, reliable, punctual, able to multitask, prioritize, and meet deadlines as needed 
• Speak, read and write English 
• High levels of trust and integrity and able to work with confidential information 
• Ability to work under pressure with tact and diplomacy 
• Good interpersonal skills 
• Team player 
• A professional appearance and approach 
• Confident and proactive 
• Knowledge of IT/Telecommunications environment (advantageous) 
• Interest in IT (advantage) 

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Duties and responsibilities:

 Customer first – Net Promoter Score (NPS) and Customer Satisfaction (CSAT)

• Identify areas for improvement of overall customer experience

• Implement action plans and act on surveys and transaction feedback
  • Customers must be called back within 48 hours (latest) of poor service instances tracked on the voice of the customer system
• CSAT must be above 85% on your specified service managed accounts, this will be measured by the surveys monthly and quarterly
• Service management customer contact details to be maintained on Halo or any other Reflex Solutions contact management system for surveys (these must be updated monthly)

Customer service reviews

• Customer Service Reviews to be attended to by the Service Delivery Manager at agreed frequency with the customers (Platinum customers to be monthly or quarterly and other customers as per Customer segmentation) and captured on Halo as a trip
• As an output of service reviews and meetings all necessary documents and minutes are to be distributed to customers within 24 business hours and saved on the share point portal under the customer’s name (latest and greatest).

Proactive customer service and support

Service Delivery Manager is to oversee that the following tasks are adhered to by all support teams:

• Ensure all customer segmentation SLAs defined are adhered to and not exceeded, tracked, and ticket aging analysis managed.
• Resolution of core tasks as defined in customer segmentation within Target Turnaround Time (TTT) i.e., RCA and RFO creation 5 working days from closure of the incident, for any other query (action item) that comes in during a rolling month is to be completed within that month)

Operational support management and continual service improvement

• The Service Delivery Manager will be responsible to facilitate the below key activities associated to the customer segmented service managed accounts:
  • Customer billing disputes logged and resolved timeously.
• Repeat incident analysis (flagged and SIP initiated as required)
• Reduce the number of SLA credits being paid to service managed customers.
• Maintain billing inventory lists and ensure no billing errors result in credits (as per Customer Segmentation)
• Availability Management
• Problem Management
• Change Management
• Vendor / Supplier Management
• Release Management
• Capacity Management
• Service Level Management
• Introducing and managing operational level agreements (OLAs)
• Reporting
• RFP support

Fiscal efficiency

Identify revenue leakage

• Identify Upsell / cross sell opportunities
• Identify Cost Saving initiatives within your assigned account base or within Reflex Solutions and assist in implementing the initiatives

Strengthen our culture

• Live the Reflex Solutions brand by being a good example of our mission, vision & values
• Constantly growing your knowledge of Reflex Solutions as a business, our products and network, for the benefit of one’s growth and our customer
• Attend required training & workshops
• Build professionalism, loyalty, and commitment within the Carrier and Access team, as well as across business units and the Myriad group of companies.
• Communicate actively and effectively resolving any potential conflicts that may arise
• Drive initiatives leading to increasing efficiency and effectiveness of customer experience
• Strong customer-centric approach

Generally, do all such things which, although not specifically referred to herein, are necessary and/or required for the due, proper, and efficient rendering of the services for the purposes contemplated by this role.

Minimum Requirements:

• Matric certificate
• Business diploma/degree
• Service management certification e.g., ITIL Practioner or ITIL Life cycles (minimum service operations)
• Telecommunication experience (at least 5 years)
• People management experience
• Good business acumen
• Good understanding of project delivery cycle and service management

Required Competencies:

• Service management experience
• Facilitation skills
• Strong public speaking & presentation skills
• Stakeholder management
• Escalation management
• Results driven
• Interpersonal skills
• Decision making ‘can do’ approach
• Relationship management

Personal Attributes:

• Customer Centric
• Communication
• Leadership
• Organization
• Attention to detail
• Collaboration
• Problem-solving
• Sound Judgement
• Authentic
• Self-aware
• Excellent time & self-management

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Team Leadership Responsibilities

• Provide strategic leadership for both the NOC and Service Desk teams.
• Supervise, mentor, and motivate staff, creating a space where they can ask questions and voice their concerns.
• Foster collaboration between Engineering Teams, PSG Teams, NOC and Service Desk for seamless service delivery.
• Delegating tasks and achieving daily, weekly, and monthly goals.
• Being transparent with the team about challenges, failures, and successes.
• Writing progress reports and delivering presentations to the relevant stakeholders

Incident and Request Management Responsibilities

• Oversee the handling of incidents and service requests in both the NOC and Service Desk.
• Ensure timely resolution of network-related incidents and end-user support issues.
• Implement and improve incident and request management processes.

Network Operations Center Responsibilities

Manage and prioritize the following network-related tasks but limited to

• Network Monitoring
• Incident Detection and Triage
• Network fault troubleshooting
• Ticket handling
• Communication
• Documentation
• Collaboration
• Routine Maintenance
• Adherence to Procedures
• Training & Skills

Service Desk Responsibilities:

• Supervise end-user support services to ensure customer satisfaction.
• Manage the service desk staff in resolving IT issues, incidents, and service requests.
• Implement and improve end-user support processes.
• Gather customer feedback to identify areas for improvement.

Proactive Customer Service and Support

• Ensure all customer segmentation SLAs defined are adhered to and not exceeded, tracking, and managing ticket aging analysis. Ensure timely resolution of tickets.
• Resolution of core tasks as defined in Customer Segmentation within Target Turnaround Time (TTT) i.e., RCA and RFO creation 5 working days from closure of the incident, for any other query (action item) that comes in during a rolling month is to be completed within that month.
• Continuous Improvement – perform proactive customer service audits, identify design short falls, and implement solutions before issues highlighted by the customer - 3 per month (based on Customer segmentation requirements)

Performance Management:

• Monitor and optimize both network and service desk performance.
• Identify areas for improvement and implement enhancements.
• Collaborate with infrastructure teams to enhance network capabilities.

Documentation:

• Maintain accurate and up-to-date documentation of network configurations, procedures, and service desk processes.
• Ensure that all changes are documented and reflected in relevant documentation.

Training and Development:

• Identify training needs for both NOC and Service Desk staff.
• Organize relevant training programs to enhance team skills.
• Foster a culture of continuous learning and improvement.

Reporting:

• Establish and monitor key performance indicators (KPIs) for both NOC and Service Desk.
• Prepare regular reports on network and service desk performance for management.

Compliance:

• Ensure compliance with organizational policies and industry regulations for both network and service desk operations.
• Stay informed about the latest security and compliance requirements.

Generally, do all such things which, although not specifically referred to herein, are necessary and/or required for the due, proper, and efficient rendering of the services for the purposes contemplated by this role.

Minimum Requirements

• Grade 12
• Bachelor’s degree in information technology computer science, engineering or related field. (advantageous)
• Proven experience in both NOC and Service Desk management roles.
• In-depth knowledge of network infrastructure, ITIL practices, and end-user support services.
• Relevant Management certification.
• Excellent technical, diagnostic, and troubleshooting skills.
• Strong leadership and organizational abilities.
• Willingness to build professional relationships with staff and clients.
• Excellent communication, motivational, and interpersonal skills.
• A Valid code EB or equivalent driver’s license and 100% reliable transport
• A minimum of 5 years work experience in networking

Relevant networking certifications required:

• HCIA and/or CCNA
• JNCIA Junos
• CCIE or HCIE (advantageous)

Knowledge and experience:

• IP Connectivity
• Understand communication protocols (e.g. VLANS, Spanning Tree, ERPS, Routing)
• Basic Router and Switch Configuration Knowledge
• Basic troubleshooting procedures
• Basic Interior Gateway Protocol standards (OSPF; ISIS; BGP)
• Network management tools and techniques (PRTG; Libre NMS; Netbox; NCE; u2000)
• Structured cabling; Cable Management
• Network Security
• Network Backups
• Fibre experience and knowledge will be an advantage.
  • GPON
  • Active Ethernet
• Required to work afterhours and standby.
• Troubleshooting skills and the ability to diagnose/resolve network system problems.
• Ability to interpret and apply complex technical manuals and reference materials.
• Ability to assist with developing network security and related procedures; and assist with performing network management activities.

Required Competencies:

• Strong analytical skills for root cause analysis and problem solving.
• Excellent verbal and written communication skills
• Facilitation skills
• Stakeholder management
• Escalation management
• Speed & Accuracy to detail
• Results driven.
• Decision making ‘can do’ approach.
• Relationship management
• Mediator

Personal Attributes:

• Customer Centric
• Communication
• Interpersonal skills
• Leadership
• Problem Solving
• Critical Thinking
• Organization
• Attention to detail.
• Collaboration
• Sound Judgement
• Authentic
• Self-aware

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A NOC Support Agent plays a critical role in providing technical support and monitoring the health of an organization's network and IT systems. The primary responsibility is to ensure the efficient operation of the network infrastructure, promptly address issues, and assist end-users in resolving technical problems.

Key Responsibilities:

Monitoring and Incident Response:

• Monitor network performance using specialized tools.
• Respond to alerts and incidents promptly, following established procedures.
• Diagnose and troubleshoot network, hardware, and software issues.
• Engage and coordinate with 3rd party vendors (i.e., DFA etc.) to resolve/ update open incidents.

Customer Support:

• Deliver exceptional service to internal and external clients, being the face of Reflex.
• Provide first-line support to end-users experiencing technical problems.
• Respond to help desk / service desk inquiries and resolve issues or escalate to higher-level support as needed.
• Communicate technical information in a clear and understandable manner.
• Assist in support, configuration, and maintenance of network devices.
• First level support of VoIP technology

Ticket Management:

• Create and manage support tickets, documenting all relevant information.
• Categorize, Prioritize, and escalate tickets based on severity and impact.
• Keep users informed about the status and progress of their support requests.
• Respond and resolve all tickets in accordance with the SLA.

Collaboration:

• Collaborate with other support teams, including system administrators, network engineers, and application developers.
• Communicate effectively with both technical and non-technical stakeholders.
• Escalate problems experienced within client infrastructure, timeously, to the NOC Team Leader or Standby Team
• Identify and suggest possible improvements on processes or systems to your Team Leader.

Documentation:

• Maintain accurate records of support activities and resolutions.
• Contribute to the knowledge base by documenting common issues and solutions.

Proactive Maintenance:

• Perform routine maintenance tasks, such as updates and patches.
• Participate in preventive measures to ensure network stability and security.

Reporting:

• Generate and share regular reports on support activities and key performance indicators.
• Provide insights into recurring issues and suggest improvements.
• Assisting in the compiling of RCA/ MI reports each time the Major Incident is dealt with and resolved within NOC.

Training and Development:

• Stay updated on relevant technologies and industry trends.
• Participate in training sessions to enhance technical skills.

Key Responsibilities:

• Customer Satisfaction
• Incident resolution
• Root cause analysis of tickets
• Handling routine checks for the network
• Work closely with Network Operations engineers and other cross-functional teams to define, propose, and deliver innovative solutions.

Qualifications:

Educational Background:

• Networking Qualification or N6 National Diploma for technicians or
• Information Technology Qualification, Computer Science, or a related field.
• At least a minimum Certification as IT Technician
• A+ / N+
• CCNA / HCNA
• or Fortinet certified network security administrator (FCNSA) or Red hat Certified system administrator (RHCSA) or equivalent
• Microsoft Certified IT Professional
• Nagios / PRTG / Other Monitoring System
• ITIL Foundation advantageous

Required Competencies:

• A keen interest in Networking and WAN technology
• Knowledge of OSI Model, IP routing, L2 & L3 VPNs.
• Must be able to demonstrate a customer first approach to support
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels
• Natural aptitude for troubleshooting & problem solving.
• Highly organised and able to work on own initiative to complete the range of tasks required.

Experience:

• 2 – 3 years previous Telecommunications or ICT Industry experience in a technical support role or a network operations center.

Technical Skills:

• Basic understanding of networking concepts and protocols.
• Knowledge of troubleshooting techniques for hardware and software issues.
• Understanding of Network Management Systems.
• Understanding of MetroE Networks, Broadband Networks & Transmission Networks
• Some hands-on experience Huawei or Cisco or Nokia or Calix or Juniper or ADVA or Mikrotik devices
• Familiar with working on Windows 2003/Windows 2008, or Linux based distributions (preferably within a hosting environment)

Communication Skills:

• Strong interpersonal and communication skills.
• Ability to translate technical information for users with varying levels of technical expertise.

Customer Focus:

• Customer-oriented with a commitment to delivering high-quality support.
• Patience and empathy in dealing with end-users.

Adaptability:

• Ability to work in a fast-paced environment and adapt to changing priorities.
• Willingness to learn and apply new technologies.

Availability:

• Flexibility to work in shifts, including weekends and holidays.
• Valid Driver’s License and Own Transport (essential)