ITaaS Operations Engineer

ITaaS Operations Engineer
Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

Internet Solutions (IS) is a Pan-African telecoms service provider to public and private sector organisations that have, or want to establish a presence on the African continent. We have been providing innovative end-to-end telco solutions and related services for more than 20 years.

Today, IS is at the forefront of Internet Protocol-based technologies and we build solutions and services tailored to the increasingly complex demands of organisations across the enterprise, public sector, global carrier and growing small-to-medium business sectors. We serve multiple sectors through a number of brands, including IS, Ignite, VAST, ContinuitySA, MWEB, AlwaysOn, Synaq and Antfarm.

As a wholly owned subsidiary of the Dimension Data Group and part of NTT, IS leverages its infrastructure and global footprint to support organisations with the rapid deployment of emerging technologies.

Want to be part of our team?

The ITaaS engineering operations engineer is responsible for the installation, configuration, and support of the ITaaS product portfolio according to the SLA’s that have been agreed with the ITaaS business unit. Primarily responsible for the installations, upgrades / downgrades, and decommissioning of client services off the back of a new client order, MAC request, or cancellation, and the ongoing support of existing clients of the ITaaS product portfolio. All of the responsibilities need to be completed in a timeous, accurate, and quality manner in accordance with the SLA processes without any comebacks, re-work, or re-logging of support tickets. From time to time you will also be asked to assist the infrastructure engineering team with physical infrastructure installations, upgrades / downgrades, or decommissions however this is a secondary function that cannot affect the service delivery of the primary function. You will finally also be required to make recommendations on how to improve the installation and support processes to better serve the ITaaS business unit and ultimately our clients.
What you’ll be doing

Main Duties and Responsibilities include:-

Installs

• You will be responsible for the installation, configuration, and support of the ITaaS product portfolio according to the SLA’s that have been agreed with the ITaaS business unit
• Ownership of ITaaS product installations and completing timeously and accurately, without comebacks or client complaints
• Create, maintain, and update documentation of install process documents
• Ensure accurate and relevant data is provided on all work orders
• Installation of various infrastructure components when required, such as switches, servers, storage, and respective cabling
• Installation and basic configuration of base operating systems, including Linux, Windows, and proprietary operating systems
• Take pride in completing installations, MAC request, or cancellations to the best of your ability and asking for assistance where necessary

Support

• You will be responsible for the support and client troubleshooting of all ITaaS products
• Responding to client requests in line with SLA requirements
• Assist colleagues and peers in times of service outages
• Ownership of client support and resolving the clients issues timeously, accurately, with quality resolution information, without comebacks or re-logging of tickets
• Exhibit excellent customer services at all times, to internal and external clients, peers, and colleagues
• Maintain and update wiki articles and / or documentation for all recurring issues, or fixes applied to common problems or issues
• Participate in after hours and on-call support as required
• You will be responsible for applying accurate configuration where needed and timely response to the client. Perform the relevant administration work that is required for signing off Support Requests.
• Ensure accurate and relevant data is provided on all support tickets
• Ability to identify potential issues / trends and escalate accordingly
• Take pride in resolving support tickets to the best of your ability and asking for assistance where necessary

Accountability

• Accountable for the installations, upgrades / downgrades, and decommissioning of client services off the back of a new client order, MAC request, or cancellation. These will be completed successfully, in a timeous manner, without comebacks in accordance with the SLA’s to the ITaaS business unit
• Accountable for the management of service tickets with respect of ownership, updating, and resolving with accurate information
• Accountable for adherence to installations and support processes and procedures in line with Service Level Agreements
• Accountable for total client satisfaction through support processes and “always going the extra mile”

Escalations

• Act as escalations point to peers, colleagues, and superiors for any unresolvable support requests
• You will be responsible for handling the escalation path between the client and the backend engineering teams and you will be the primary contact point between both parties
• Proactively identify problems and errors and escalate to the relevant operational or development teams
• Provide timely communication and feedback to the SPOC (single point of contact). Rapidly assume the role of the SPOC if none has been assigned and take accountability of the issue and communicate effectively to all stakeholders. Make good use of troubleshooting skills and work with peers and peer teams to drive resolution. Explicitly share all troubleshooting steps taken if there’s a need to hand over to peers or peer teams.

What would make you a good fit for this role?

Personal Specification

The ideal candidate will bring with them/be:

• Vibrant, energetic, passionate, self-managing and well-disciplined with drive and aspirations of career growth within the technology sector.

Skills/Knowledge/personal attributes:

• Passionate about technology and seeking career in technology space (essential)
• Excellent written and verbal communication skills (essential)
• Excellent organisational and time management skills (essential)
• Excellent relationship building and interpersonal skills with the ability to interact with senior technical staff (essential)
• Open to new learning opportunities and the ability to adhere to process and follow defined procedures (essential)
• An out of the box thinker (essential)
• Proactive mind-set / culture (essential)
• Have an affinity to troubleshooting problems (essential)
• Take ownership and be accountable in areas of responsibilities and see them through to completion (essential)
• Excellent technical knowledge and experience with the ability to work in a high pressured environment (essential)
• Working knowledge and experience of telco and service providers (essential)
• Demonstrated ability to apply oneself in demanding situations and prioritise work demands (essential)
• Strong problem analysis and troubleshooting skills (essential)
• Work effectively both independently and as a technical team member (required)
• Exhibit excellent communication and cross functional collaboration skills (required)
• Understanding of the ITIL framework (desirable)
• A disciplined approach to following best practice techniques (essential)
• Proven experience working within a highly available environments (essential)
• Motivation for identifying root cause and long term improvement (essential)
• Flexibility and willingness to travel occasionally (desirable)
• Passionate about customer service and strive to deliver an excellent level of service (essential)
• Friendly disposition, energetic/ enthusiastic and willing to grow within the organization (essential)

Experience

• Demonstrable knowledge and significant working experience of base operating systems (Windows & Linux) (required)
• Demonstrable knowledge and significant working experience of networking & TCP/IP (required)
• Fundamental understanding of network and Internet concepts (e.g. firewalls, load balancers, TCP/IP, SSL, HTTP, SMTP, DNS) (required)
• Demonstrable knowledge and significant working experience of infrastructure related technologies – switches, servers, storage, and cabling (desirable)
• Significant experience in designing and supporting telco service provider environments (desirable)
• Desire to help people exploit leading-edge technology in a fast paced environment (desirable)

Education/Qualifications:

Appropriate Industry Certifications, including but not limited to:

• VMware Certified Associate (desirable)
• VMware Certified Professional (desirable)
• CCNA (Desirable)
• Acronis Certified Engineer (desirable)
• Veritas Certified Professional (desirable)
• SNIA Storage Foundations (desirable)
• LPIC 1 & 2 (desirable)
• Microsoft Certified Solution Associate (desirable)

If education / qualifications above are not present, it would be expected these be completed with certifications within the first 12 months of employment.

Looking to make a difference and shape the future? Join our growing team and accelerate your career with Internet Solutions. Apply today

Diversity in Internet Solutions

Internet Solutions is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary group