1 month ago

Job Summary

The Retail TAC Engineer is responsible for ensuring efficient service delivery to the customers and ensuring customer satisfaction for all new services and support-related services. Contribute towards the research, design, and implementation of functionality that will propel clients’ products and market-leading solutions to the next level.

  • Minimum Qualification:Degree
  • Experience Level:Mid level
  • Experience Length:3 years

Job Description/Requirements

  • Restore service failures for Retail Customers within 24 hours of their occurrence.
  • Ensure Research and Solutions management, system requirement analysis, and option and scenario evaluation are carried out.
  • Demonstrate solution-based thinking – leading to quick problem/issue resolution on a day-to-day basis, responding to queries, and updating on progress.
  • Incident Management Communication: Provide prompt feedback for input into the OTRS Application with information relating to activities being carried out to resolve customer service incidents.
  • Preventive Maintenance: Plan and execute nodes/segments that require preventive maintenance on the network.
  • Ensure consistent preventive maintenance
  • Plan and execute nodes/segments that require preventive maintenance on the network.
  • Conduct collaborative system specifications, system integration, and evaluation of system functions.
  • Provide user support by diagnosing network and device problems and implementing technical or procedural solutions.
  • Execute multi-tiered processes across prioritized work efforts to optimize execution excellence.
  • Proactively identify insight needs driven by strategic imperatives and translate them into meaningful strategic recommendations.
  • Test and evaluate hardware and software to determine efficiency, reliability, or compatibility with existing systems.
  • Provide technical support for the network surveillance, provisioning, installation, and repair of infrastructures, sales, sales engineering, and marketing departments.
  • Monitoring Application to improve MTTR for Faults
  • Audit and collate information for the fiber outside the plant network.
  • Prepare and implement Methods of Procedures (MOPs) and update network documentation based on changes in network topology.
  • Research and Report Management
  • Investigate, design, plan, and coordinate the implementation of infrastructure technology for IT networks.
  • Document and communicate/escalate critical issues and recommend quick solutions to minimize business disruption due to infrastructure support issues.
  • Drafting of progress reports which must be clear, concise, comprehensive, and easy to understand by stakeholders and key decision-makers.
  • Contribute towards prospect-specific inquiries/scoping projects around implementation, Support models, technical configuration, security, and/or data integration.
  • Execute solutions and use cases that leverage product integrations that generate business value.
  • Research actively the applications of new theories, techniques, and technologies that can drive innovation.
  • Critically assess the performance and impact of current products, suggesting and implementing adaptations where appropriate.
  • Work with Engineering teams in order to facilitate technology transfer from research to product.
  • Perform Monitoring, Backup, and Recovery Procedures
  • Adhere to controls to provide security for operating systems, software, and data.
  • Maintain technical documentation and database information for all networks and circuits.
  • Manage maintenance and repair programs, making sure systems don't break down.
  • Ensure new equipment meets regulatory and client requirements.
  • Participate in relevant training webinars to understand recent release functionality, demonstration environment configuration, and behavior.
  • Monitor and analyze system performance, such as network traffic, security, and capacity.
  • Monitor network performance and investigate anomalies in the system and resolve issues.
  • Optimize network uptime and promptly repair network failures. 


Requirements:

  •  BEng Computer Engineering, BEng Electrical Electronics, or any IT-related degree. (2.2/ Upper Credit Minimum)
  • CCNA (Cisco Certified Network Associate); CCNP (Cisco Certified Network Professional)
  • MSc involving Engineering, Science, Mathematics, or similar fields
  • Industry Certifications in AWS, CISSP, CCDP, CCNP, and CCIE
  • Customer-centric and stakeholders management
  • Good LAN/WAN network design and implementation skills
  • Ability to solve complex problems in the shortest available time using honed analytical skills
  • Good interpersonal skills with customers, vendors, and members of the team
  • Design and analytical troubleshooting of LAN, WAN network, and Internet-data architecture with good knowledge of routing protocols (EIGRP, OSPF, RIP, etc)
  • Good knowledge of installation and configuration of core network devices and their relevant integration to the network (LAN, MAN & WAN)
  • Ability to use network monitoring/optimization devices (software/hardware) to proffer solutions to network-related problems and optimize network performance where necessary 
  • Ability to confidently communicate with personnel at all levels of the organization
  • Extensive technical knowledge deploying and managing network and infrastructure environment
  • Well organized, articulate, and has numerate skills
  • Knowledge of network hardware configuration and management, including routers, firewalls, switches, etc.
  • Ability to quickly learn, understand and work with new emerging technologies, methodologies, and solutions in the cloud/IT technology space
  • Excellent analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop business cases
  • Have an entrepreneurial spirit
  • Pre-Sales & Post-Sales Management
  • Project management skills are also desirable.

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