Job Description

& Requirements

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