JOB DESCRIPTION
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JOB TITLE:L3 Support Engineer
JOB HOLDER:
REPORTING TO:Assistant Manager – Technical Services
DIRECT REPORTS:TBA
KEY RELATIONSHIPS:HODS and will need to interact with entire organization
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PURPOSE OF JOB
To support and address the technical issues of the NDATA DC, Network, and Systems.
To provide installation, configuration, maintenance and support for customer systems.
MAIN DUTIES
SUPPORT AND MAINTENANCE
• Carry out preventative maintenance of NData’s core Infrastructure as instructed by the Head – Technical Services
• Support and handle all escalations from NOC department with regards to all services offered by NData
• Support NetOne IT customers’ infrastructure as per scope of contract.
• Ensure that ALL support and maintenance calls for the systems are logged and processed.
• Ensure that every field activity is recorded and signed off where applicable as per standard technical procedures.
• Responsible for ensuring that safety measures are taken and available equipment is used in all situations where required.
CONFIGURATION AND MAINTENACE
• Configure and deploy virtual machines on the VMware or Hyper-V platform for both internal and external customers.
• Configure storage equipment according to any instruction assigned from the line manager or as
per situation requirement
• Patch datacenter infrastructure such as storage and servers and ensure that network devices are
• patched accordingly
• Configure and troubleshoot customer storage applications such as OSSV and Syncrify.
• Monitor and configure exchange server volumes if required.
• Support Data Center Architecture – Network, Server, Storage
PROJECT WORKS
• Carry out Site survey, planning, installation, and commissioning of LAN, MAN, and WAN network projects.
• Contribute in various capacities to customer projects as required.
• Carry out LAN and server implementation projects.
• Carry out project scoping and roll outs.
CUSTOMER RELATIONS/INTERACTIONS
• Adhere to the technical problem escalation procedures.
• Operate within customer standard operating procedures.
• Perform vendor management activities such coordination with ISP, Telecoms and other third party providers
• Contribute to the promotion and development of the Netone’s culture of excellent customer service.
• Support NetOne IT customers’ infrastructure as per scope of contract.
• Provide technical advice to customers within the scope of network support.
• Adhere to company policies pertaining to interactions and communications between the systems team and customers.
REPORTING
• Ensure daily, weekly, monthly and quarterly reviews are carried out with regards to PCI
Environment
• Send daily and weekly reports to management
OTHER DUTIES
• Undertaking any other duties/tasks (as assigned) or responsibility required to ensure the achievement of the objectives of the job within the overall objectives of NetOne IT Limited.
KNOWLEDGE, SKILLS AND ABILITIES
The following knowledge, skills, and abilities may be acquired through a combination of formal schooling, self-education, prior experience, or on-the-job training.
• Bachelor’s Degree in Computer Science
• Hands on work experience in VMware and Hyper-V Virtualization platform.
• Excellent technical knowledge on Windows administrative server roles and services.
• Knowledge and applications hosted on Windows Server and Desktop operating system.
• Software and Hardware installation and troubleshooting.
• Excellent Technical Knowledge in Configuring/Troubleshooting of network devices such as Switches, Routers, firewall etc.
• Excellent knowledge of Configuring/Troubleshooting Routing protocols – EIGRP, OSPF, BGP
• Excellent knowledge of Configuring/Troubleshooting Application protocols – HTTP, HTTPS, FTP, SMTP, SNMP, SSL etc.
• Configuring/Troubleshooting of Network Monitoring software.
• Configuring/Troubleshooting of Wi-Fi Access Points.
• CCTV Installation and configurations.
• Installation and configuration of Access control.
• Able to operate with minimal supervision
• Open for 24×7 availability
• Excellent communication and presentation skills.
• MUST HAVE a minimum 3 years of similar experience.
• MUST HAVE a valid driving license with 2 years plus driving experience.
