Latest Jobs at Nexio

ROLE PURPOSE

• Design and implement network solutions (VPNs, Hosting, SDWAN, Security and VOIP).
• Act as an escalation point to resolve complex provisioning solutions. Problem diagnosis and a clear understanding of the client’s needs and networks. To provide high quality project-based implementation of technical solutions to all the Business Corporate clients for converged networks. Design solutions to meet complex customer network requirements.

ROLE REQUIREMENT

• Configurations of CE devices – Routers, SD WAN Appliances, Firewalls, etc.
• Assurance of services after they have been implemented in order to hand them over to the support Team.
• Visit customer sites to fix the problems if necessary.
• Investigate and identify the source of problems
• Follow-up with internal business units, suppliers or vendors during problem fixing.
• Involve quality assurance(QA), quality control (QC) and service level management (SLM).
• Set up VPNs on Provider Edge and Customer Edge devices.
• Implement and Assurance of different Access Services.
• Serve as the technical lead/expert within an order fulfillment team
• Serve as a concept designer and expert within an order fulfillment team
• Gather and define network and technical level specifications, design and implement within the provided network infrastructure.
• Direct and control the implementation of data communication networks.
• Act as an escalation point to resolve device and service problems.
• Act as an escalation point to resolve network problems.
• Act as an escalation point to resolve concept/solution/business problems.
• Have knowledge and understanding of the following:
• Design and Implementation of VPN, Security and Hosting solutions.
• Router and Switch Configuration – primarily (but not exclusively) focused on Cisco equipment.
• Understanding of L2 and L3 technologies and protocols.
• Understanding of Class and Quality of Service.
• Routing and Switching, SDWAN, Hosting and Security.
• Have knowledge and understanding of all technical aspects of L2 and L3 data communication networks and network elements.
• Have a working knowledge and ability to troubleshoot within the disciplines of Routing and Switching, Hosting Services, Security Services or Voice Services.
• Interpret and solve novel problems experienced on L2 or L3 data communication networks.
• Communicate and liaise with people in other teams tasked with the fulfillment of customer technical and service orders.
• Conform to the protocols specified for the delivery of work.
• Interact fluently and successfully with customers and all other parties involved in the delivery of solutions.

PROFESSIONAL COMPETENCIES

• Strong analytical and troubleshooting skills.
• Ability to diagnose and resolve complex technical issues.
• Meticulous in executing provisioning tasks and documenting processes.
• Ability to analyse system and network performance data to optimize provisioning.
• Ability to explain technical concepts to non-technical stakeholders.

QUALIFICATIONS & EXPERIENCE

• A valid CCNP Cisco certification, Security certifications and Cloud Applications certifications.
• 3 - 6 years relevant Provisioning experience with MPLS Networks, SD WAN Technologies (Meraki, Velocloud, Viptela), Cloud Application (AWS, Azure, VMware), Security Technologies (Fortinet, CheckPoint, Zscaler, Cloudflare).
• Experience in the application of data communication technology to the solve customers’ business problems - L3
• Knowledge of ISP Technologies, Broadband and Access solutions - L2 / L3
• Knowledge Security, VoIP or Hosting technology as a primary or secondary skill – L2 / L3.
• Understanding of IP/GSM/Telecommunications/ICT Industry standards and methods - L1 to L3.
• SD-WAN experience would be an advantage
• Programming skills (Python, SQL, Data Modeling languages, APIs, etc.) would be an advantage

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ROLE PURPOSE

• The Service Analyst provides a critical support function. This role is responsible for analysing and enhancing service delivery across the organisation. Key responsibilities include collecting and interpreting data, identifying performance trends, and collaborating with various departments to ensure service levels are maintained or improved.

ROLE REQUIREMENT

• Generate and compile monthly performance reports according to Clients' standards and templates on a weekly, monthly and quarterly basis
• Perform detailed investigations for SLA breaches, leveraging the systems available
• Ensure that service reports are produced for each customer service by the 7th of each month (or as agreed to with the Customer) and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence by recommending Service Improvement Initiatives (SIPS)
• Escalate Service Agreement breaches within this section to the Manager
• Coordinate service development with other departments when needed
• Engage with other departments to keep an up-to-date view on their objectives and activities
• Identify improvement opportunities to processes and systems within the department
• Help the Service Manager build the business case for an enhancement request and SIPs
• Follow and understand the Service Management process, procedures and work instructions
• Obtain the technical and organizational knowledge required to perform the activities
• Keep informed proactively of current and past Incidents, Problems and Known Errors related to SLAs
• Generate and Compile monthly review reports for the SM Managers
• Compile adhoc reports based on Major Outages or Escalations that occur
• Generate and compile ad hoc reports for the Business Support Manager
• Seek communication with peer Service Management Business Analysts
• Be informed of the objectives and activities of the various support groups
• Use the process, procedures and work instructions as designed
• Ensure that service performance reviews are scheduled and carried out with customers on a monthly and quarterly basis and are documented with agreed actions progressed
• Ensure all customer reports and documentation are stored on SharePoint in the Customer folder
• Execute and Monitor processes that fall within their scope role
• Assist with Failover Testing
• Assist with responding to RFPs
• Track and analyse revenue trends to better understand the business's performance
• Develop Executive Dashboards based on customer revenue
• Generate and compile monthly review reports for the SM Managers
• Generate and compile ad hoc revenue reports
• Conduct detailed monthly analyses of client sites and incidents, correlating these findings with the revenue contributions from these clients
• Ensure all customer reports and documentation are stored on SharePoint in the Customer folder.
• Calculate and process SLA credit requests and penalties for clients where SLAs have not been met

PROFESSIONAL COMPETENCIES

• Ability to evaluate information critically and make informed decisions.
• Skill in synthesizing information from various sources to draw conclusions.
• Commitment to delivering high-quality service and maintaining customer satisfaction.
• Ability to handle customer inquiries and issues professionally and efficiently.
• Ability to adapt to changing priorities and work environments.
• Openness to learning new tools, technologies, and methodologies.
• Ability to manage multiple tasks and projects simultaneously.
• Strong organizational skills to prioritize work and meet deadlines.
• Ability to work effectively with cross-functional teams.
• Strong interpersonal skills to build relationships and collaborate with colleagues
• Ability to identify root causes of issues and develop effective solutions.
• Creative thinking in addressing challenges and optimizing service delivery

QUALIFICATIONS & EXPERIENCE

• At least 2 years’ experience in collecting and analysing complex data and generating presentable reports 
• Understands how his or her specific role fits in with the overall Service and Service Lifecycle 
• Must be an effective communicator 
• Is a respected member of a department who can combine daily departmental activities with the coordination role 
• Knows how to ‘get things done’ with professionalism
• Has knowledge of a complex ISP and IT Infrastructure within his or her department to understand and analyze the data produced by the different monitoring systems. 
• ITIL Foundation Certificate 
• Proficiency in Microsoft Word, Excel and PowerPoint