Key responsibilities and accountabilities
Act as an escalation point for hotel support helpdesks and Network Operations Team.
Responds to tickets assigned to them via service desk and ensures effective resolution of faults within agreed SLAs.
Maintain regular communication with customers and internal staff for all faults assigned to them.
Occasionally provide telephone and email support to our clients and internal staff, as needed across the entire range of our services and solutions.
Working with carriers to achieve fault resolution
Occasionally provide technical support and solution design for our conference teams.
Perform site network, hardware installation, surveys and documentation.
Perform technical projects such as upgrades, new software releases, hardware swap outs as dictated by internal product development roadmap.
Perform regular maintenance of the backbone network, identifying and resolving issues where possible.
Document and log all activity and information using the defined tools and procedures.
Developing and writing detailed process and systems documentation
Maintain regular and consistent attendance and punctuality
Pursue personal development of skills and knowledge necessary for the effective performance of the role.
Always conduct themselves in a manner befitting the company's image.
Competency / Performance Drivers
Experience configuring and working with network devices (Cisco routers and multi-vendor switches)
Networking: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS,
WAN Routing: BGP, OSPF, EIGRP, MPLS
Switching: VLAN config, VTP, Spanning Tree
Security: IPSec, VPN, Wireless encryption
MPEG compression and multicasting
Experience and competency at using and administering Linux/Unix/OS X operating systems
Configuring and troubleshooting wireless networks
Excellent interpersonal communication and customer service skills
Experience of data telecommunications products
Self-disciplined and motivated
Basic SQL experience, writing scripts and queries.
Experience of IPTV systems (specifically DVB and Satellite technology)
Security best practice/Firewall configuration and management/VPNs.
Experience with BASH scripting
Technical Expertise
Educated to minimum Degree level or equivalent
Minimum four years of experience in technical support or service related to IT / Telecoms
CCNA/CCIP Qualification held
Excellent English