Job Description

Role in Summary

• As a key member of our Technical team, you will be responsible for the execution of Technical/Network strategy, coordinates the Network Operation Centre (NOC) to achieve maximum possible service availability & performance for customers. Ensure total customer satisfaction for the Company clients at all time.

Main Duties

• Assist in developing, designing & implement workflows for infrastructure configuration, back –up & management.
• Introduce new networking technologies or improve existing technologies to add value to existing services & capabilities.
• Develop solutions that drive the success of our network.
• Participate in developing policies, procedures and technical reports.
• Leverage networking tools to identify & mitigate networks anomalies.
• Ensure stable & reliable ISP network services.
• Monitors the network performance on daily basis.
• Review new technologies and keep the company at the forefront of developments in Network Engineering.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account set and network configuration.
• Talk Clients through a series of actions, either via phone, email or chat, until they have solve a technical issue.
• Provide prompt and accurate feedback to Customers.
• Report from time to time to CTO.
• Handles & coordinates network trouble shooting & fault analysis.
• Coordinates Trouble Ticket generation & swift responses.
• Coordinates escalation matrix & solution management.
• Manages deployment & maintenance of network monitoring, analysis & reporting tools.
• Coordinates configuration processes on the hardware.
• Manages installation of network hardware & software.
• Provide technical guidance and leadership to Technical Support Team in interpreting and reacting to networks issues/events.
• Contribute to design & enhancement of the Company data center infrastructures.
• Manages outages bridges, compose detailed shift and outage reports to Management.
• Any other Tasks assigned to you by the Management.

Key Performance Indicator

• Swift resolution of any established Trouble Ticket within 30 minutes for minor complaints.
• Swift resolution of any established Trouble Ticket within 2 hours for major complaints.
• Low Clients churning rate at minimum rate of one client per month. OR 0.05% of the clientele base per annum.
• High rate of Configuration and commissioning of minimum 10 Links per day.
• High retention rate of Technical Support employees under supervision of Network Engineer.
• Excellent customer relations
• Proper monitoring of Network.
• Low outages /down time NOT more than 6 HOURS per month recorded.
• Proactive maintenance of the Network & data center infrastructures.

Academic Qualification

• Degree holder in Electrical Electronic Engineering, Telecommunications Engineering or Computer Engineering from reputable higher institution.

Demand on the Job:

• Must have 3 years and above core network experience with an ISP
• Ability to work under none or minimal supervision.
• Must have passed certified professional in the relevant network engineering certifications like CCNA.
• BGP peering, TCP/IP, Vlan experience
• Project Management skill (advantage)

Key Skills & Competencies:

• A focused, self-motivated Network Engineer with creative flair who will bring Network strategies to life.
• An Engineer passionate about Network Strategies that thrives on delivering exciting performance and content.
• A highly effective individual who has an absolute eye for detail and is focused on improving business performance through exceptional Network – Strategies/Solutions execution, reporting and evaluation.