Position: ISP Support Engineer
Department: Technical – Billing and IS
Reports To: ISP Supervisor
Main Purpose:
To monitor, configure, maintain and provide support on ISP network in line with agreed SLAs
Major Tasks:
- Provide 2nd level support to Commercial by resolving escalated faults according to SLAs
- configures product upgrades and/or downgrades by implementing work orders or change requests
- Carries out, provides and maintains accurate updates to the topology and configuration databases
- Performs design tests, and submits final implementation document to the ISP Supervisor
- Conducts the ISP servers’ health checks, assessments and submits the report to the ISP Supervisor
- Monitors the ISP services’ performance, availability and quality and reports to the supervisor for any unresolved glitches
- Carries out software rollout support (upgrade, patches), hardware and software consistency checks and network quality
- Creates and updates knowledgebase of known and recurrent network faults
- Provisions and maintains the ISP services (DNS, Email, Web, hosted server).
- Monitors system usage, throughput and availability on DNS, mail, web and WIFI services.
- Attends IT, ISP meetings
- Performs daily systems backups in line with the DR and BCP
- Administers ISP servers (average 8 server) in line with agreed standards
- Participates in DR assignments affecting ISP services
Educational Qualifications and Related Experience:
- Degree in Computer Science or equivalent
Knowledge Areas & Competencies:
- Information Technology
- Customer Support
- Clear verbal and written communication and ability to prepare reports
- Ability to analyse and solve work related problems to achieve the correct outcomes
- Ability to interact, negotiate (where applicable) and achieve targets
Interested applicants should submit their applications on or before Friday, 22nd March 2024.
Candidates who have not been contacted by Friday, 29th March 2024 should consider their applications not successful.