Engineer Ccna JHB - Northern Suburbs - North Johannesburg
Recru-IT
Reference: PE010875-Tabz-1 Responsible for ensuring stability of the network and optimal Customer satisfaction. This is a night shift role only. Requirements: Minimum Qualifications: CCNA ITIL Other Requirements Must be willing to work weekend shifts monthly. Must be willing to work flexible shifts. Must be willing to work night shift. Must have own transport. Responsibilities: Customer Communication Deal with Customers, either telephonically or via email, in a courteous, efficient, and prompt manner. Priortise Customer Centricity and utulie empathy in all communications. All emails to be written in appropriate business Ensure “active” listening at all times when dealing with Customers. Incident Logging Capture detailed, accurate information of the incident, either telephonically or via email Incident Handling Adhere to Standard Operating Procedures Follow up on all assigned tickets and ensure Customers are updated hourly Escalate outstanding incidents to suppliers or senior engineers for resolution Adhere to daily standards regarding the closing of tickets Trouble shooting Diagnose the problem, identify the root cause and resolve the issue as quickly as possible Teamwork Work with collegues to achieve overall team goals Highlight problems and work with team to find solutions Take personal ownership of problems with full accountability Key Stakeholder Relationships Internal Sales, Projects, Ops, Quality Assurance, Carrier Relations External Suppliers, Customers Competency: Knowledge Knowledge of networks in the telecommunications industry (Cisco WANs / LAN) Knowledge of customer service principles Knowledge of effective customer engagement Skills Strong written and verbal communication skills in English Understanding of network design Analytical thinker Customer Centricity Behavioral Customer Responsiveness Results driven. Problem solving Attention to detail Stress tolerance Resilience Proactivity Resilience Annually
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