Key Roles and Responsibilities :
Interact with clients on site to meet complex requirements of a solution.
Escalate unresolved problems and issues to the relevant third parties.
Respond to escalated client requests and support client applications to a first line resolution.
Escalate complex problems to the relevant third parties.
Write reports and proposals and complete and maintain project documentation.
Assist with the documentation of standard operating procedures relating to installations and fixes.
Act as coach and mentor to more junior Implementation Engineers and Technicians.
Assume responsibility for the co-ordination of the activities of the Engineers, in line with performance targets.
May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
Included in higher complexity design work, with input to the design expected.
Expected to take ownership of relevant technologies according to domain or specialization.
Knowledge, Skills and Attributes :
Good understanding and appreciation of technical design and business principles
Demonstrates project management and administration ability
Good project skills which are demonstrated in the execution of installations and other assignments
Demonstrate customer engagement skills
Demonstrate relevant domain specialist knowledge
Good verbal communication skills
Client focused and display a proactive approach to solving problems
Ability to work under pressure
Ability to coach, mentor and provide guidance to team members
Good understanding of project management principles
Academic Qualifications and Certifications :
Computer Science / Information Technology Degree or equivalent together with specialised training in new technologies and legacy systems or equivalent
Project management certification
Required Experience :
Minimum of 5 years relevant experience in an IT environment preferably with good knowledge of Computer Science.
Hands on experience in Routing, Switching, Wireless & Security.
Possess strong leadership and interpersonal skills with a customer service mindset.
Preferably Senior Executives specializing in IT / Computer Network / Security or equivalent
CCNP or equivalence certification is a MUST .
Solid work experience in a technical implementation engineering or similar role
Experience engaging with clients and conducting presentations
Good project administration and documentation experience
Report writing experience
Basic project management
What will make you a good fit for the role? Standard career level descriptor for job level :
Have wide-ranging experience
Uses professional concepts and company objectives to solve complex issues in creative ways
Networks with others outside own area of expertise
Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results
May coordinate others’ activities
Typically requires significant related experience with a Bachelor’s or equivalent degree