We have an exciting new fully remote job opportunity for a UK based company!
JOB PURPOSE:
The position of Network Administrator is to manage, be accountable and responsible to provide day to day support services to clients covering Network Services whilst representing the company remembering at all times high standard of customer service. You need to apply new techniques for addressing client systems performance and delivering services as per Companys guidelines and requirements. You will help deliver excellent customer care in exceeding expectations and professionalism.
You need to perform the following:
- Implement methodologies to improve call resolution, manage customer perceptions and build strong internal relationships.
- Deliver a customer care philosophy that ensures customer satisfaction.
Monitor, track and resolve all calls assigned to you ensuring that all calls are rectified in accordance with agreed Service Level Agreements and where necessary escalate according to escalation procedures.
Identify and escalate known errors and problems to the correct technical team.
KEY RESPONSIBILTIES & DUTIES
Provide remote & onsite support functions for Networks including switches, routers, Cisco / Sonicwall / Palo Alto firewalls.
Maintain networks.
Monitor client networks to ensure network availability to all system users and perform necessary maintenance to support network availability.
To supervise, plan, co-ordinate and implement network security measures.
To manage performance tuning and capacity planning to enhance performance of network resources.
Perform routine disaster recovery methods..
Analyse Maintenance Reports, Alerts, data and recommend appropriate measures.
Assists in maintaining operating system and security profiles utilised on networks.
Provides Escalation support.
Analyse problems (both technical and operational) and arrive at workable solutions.
Be part of Client projects.
Identify operating systems, network and hardware malfunctions and takes appropriate action to resolve issues. Performance, Competencies & Criteria Performance criteria shall include achievement of tasks, annual objectives, and the completion of special assignments including:
Building Rapport
Client systems awareness
Interpersonal relations
Integrity
Listening skills
Organising and planning ability
Personal work ethic
Analytical Skills
Attention to Detail
Oral Communication
Team Skills
Technical Knowledge/Proficiency
Tolerance of Stress
Written Skills
Maintain confidentiality of information
KEY RESPONSIBILTIES & DUTIES
Professional Qualities Leadership
Generates enthusiasm among team members.
Proactively seeks opportunities to serve in leadership roles.
Challenges others to develop as leaders while serving as a role model.
Manages the process of innovative change.
Teamwork
Facilitates effective team interaction.
Acknowledges and appreciates each team member's contributions.
Client Management
Communicates effectively with users/clients to identify needs and evaluate alternative business solutions.
Continually seeks opportunities to increase client satisfaction and deepen client relationships.
Manages client expectations effectively.
When required work extended hours to complete tasks. Organisational Responsibilities Innovator Development
Mentors those with less experience through informal channels.
Train colleagues through both formal and informal training programs. Internal Operations
Suggests areas for improvement in internal processes along with possible solutions.
Leads internal teams/task forces.
Manage IT related incidents and service requests throughout their lifecycle within the agreed SLAs, and to provide clients with regular updates and agree call resolution before closure.
When required, answer helpdesk calls professionally and with enthusiasm.
Report to Senior Managers on any issue that could significantly impact the business.
Take overall responsibility of incident management and requests.
Acting as an escalation point where difficult or controversial calls are received.
Liaising with Sales Dept.
Liaising with onsite teams.
Assisting Help Desk Agents in providing support when workloads are high or where additional experience is required.
Assist in early identifying client systems faults and ensure proactive fixes.
Follow department processes, procedures and policies with special attention to SLAs.
To take responsibility for achieving good, consistent first time fix rates.
Best quality communications with clients and internal teams.
KEY RESPONSIBILTIES & DUTIES
Putting recommendations to clients where possible and informing Sales Dept.
Ensuring client documentation is kept up to date and records are checked on a regular basis.
Building rapport with clients and suppliers.
Continuous monitoring & maintenance of client systems.
Manages client interactions and expectations.
Develops lasting relationships with client personnel.
Communicate effectively with clients to identify needs and evaluate alternative technical solutions.
Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
Cover Help Desk as and when required.
To carry out any other duties those are within the employees skills and abilities whenever reasonably instructed.
Mandatory Requirements As Part Of Job Role
Punctuality
Client relationships to be always on Professional basis.
Always dress smart and be clean shaven.
If running late; inform line manager or technical dept co-ordinator.
Daily checks of key client systems.
Preventative maintenance tasks for networks and complete required documentation.
Maintain onsite tasks lists on daily basis and inform co-ordinator of outstanding tasks.
Always keep call logs updated on help desk app.
Always keep user informed of call status and progress.
Maintain client technical documentation and change management.
Complete required User Forms for new installs, rebuilds and changes.
Detailed completion of service sheets including all information required on service sheet with special attention to user signature and job time details.
Submit service sheets within 24-hours of completing specific jobs.
Requirements
Requirements:
SA citizen
Matric as a minimum requirement
Clear criminal record & good references
Work from home set up (own laptop, UPS and reliable internet)
Personal Attributes:
Professional
Excellent command of the English language
Trustworthy
Honest
High attention to detail
Reliable
Enthusiasm
