Dimension Data Cisco Certified Network Associate - Cape Town Jobs in South Africa

Dimension Data Cisco Certified Network Associate - Cape Town Jobs in South Africa

The Cisco Certified L1 Engineer is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution.

Their primary objective is to ensure zero missed service level agreement conditions. The Cisco Certified L1 Engineer focuses on first line support for standard and low complexity incidents and service requests.

Job Description Key Roles and Responsibilities:

Monitors client infrastructure and solutions

Identify problems and errors prior to or when they occur

Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction

Investigate first line incidents assigned and identify the root cause of incidents and problems

Fulfil approved requests following agreed procedures

Provide telephonic or chat support to clients when required

Execute approved maintenance activities including patching and configuration changes

Follow the required handover procedures for shift changes to ensure service continuity

Report and escalate incidents where necessary

Ensure the efficient and comprehensive resolutions of incidents and requests

Proactively identify opportunities for work optimisation

Update existing knowledge articles or create new ones

Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.

Knowledge, Skills and Attributes:

Ability to communicate and work across different cultures and social groups

Ability

to plans activities and projects well in advance, and takes into account possible changing circumstances

Ability to maintain a positive outlook at work

Ability to work well in a pressurized environment

Ability to work hard and put in longer hours when it is necessary

Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting

Ability to adapt to changing circumstances

Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

Academic Qualifications

Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Advantageous Certifications:

Up to date and relevant ITIL certification (Foundation Level)

CCNA Enterprise

CCNP Enterprise an advantage

FortiGate SDWAN an advantage

Cisco Firewalls and Routers

How to Apply

For more information and job application details, see; Dimension Data Cisco Certified Network Associate - Cape Town Jobs in South Africa

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