Job Purpose Summary:
As a Senior Service Provider, you'll be pivotal in delivering top-notch IT services to our clients. Your role involves troubleshooting client issues, ensuring SLA compliance, and staying updated on IT advancements.
Key Responsibilities:
- Effectively manage and follow up on clients cases, including troubleshooting technical issues, ensuring timely resolution, and maintaining clear communication with clients throughout the process.
- Utilize knowledge of monitoring systems to proactively identify and address potential issues, ensuring the stability and reliability of IT services.
- Ensure that service level agreements (SLAs) are met or exceeded, consistently delivering high-quality services that meet client expectations.
- Handle escalated technical issues and complex problems, employing advanced troubleshooting techniques to identify root causes and implement effective solutions.
- Stay up-to-date with the latest developments and advancements in the IT field, including emerging technologies, trends, and best practices, and apply this knowledge to enhance service delivery.
Familiarize yourself with Cisco, BMB or any other vendor's anticorruption and anti-bribery policy and ensure abiding to it (where applicable).
Qualifications:
- Bachelor's degree in Telecommunication, Computer Engineering, or related field from an accredited university.
- 4-5 years of relevant previous experience.
- Proficient knowledge in firewalls, including Cisco FTD, FortiGate, or equivalent technologies, with the ability to configure, manage, and troubleshoot firewall devices.
- Familiarity with F5 load balancers, including configuration, optimization, and troubleshooting.
- Hands-on experience with BGP routing protocol, including configuration and troubleshooting in complex network environments.
- Advanced knowledge in switching and routing technologies, with the ability to design, implement, and troubleshoot network infrastructures, familiarity with Cisco XR routers.
- CCNP-SP certification or candidate status preferred, demonstrating expertise in service provider networking technologies.
- Willingness to pursue additional certifications as requested by the company to enhance skills and expertise.
