L2 Technical Service Delivery Engineer (CPT Hybrid)

IT – Support ~ IT – Infrastructure
Cape Town – Western Cape

A rapidly growing Software Service Delivery Provider seeks a customer-centric & solutions-driven L2 Technical Service Delivery Engineer to join its team due to an increased customer base and higher demand. Your core focus will be on positive customer engagement with an overall objective of delivering an exceptional customer experience, whilst exposing new commercial opportunities (upsell / cross-sell) within the customer’s environment. In addition, you will also be responsible for monitoring, investigating, and responding to environmental incidents (including stability, scalability and performance issues) within the Cloud architecture. The ideal candidate will need a suitable IT related tertiary qualification with 5 years’ experience in Technical Service Delivery within an application and network support environment, preferably within large enterprise and managed service providers. You will require proficiency in Cisco UCM, including provisioning and management of users and dial plan, MS Teams provisioning and management, Cisco Webex Teams provisioning and management & Zoom provisioning.
  • Responsible for remaining up to date with the latest UC related and cloud technologies (including MS Azure, AWS), and will have a proven ability to educate and guide team members on best practices, trends and potential risks and threats.
  • Ensure a sensible balance is maintained between a high level of customer satisfaction by providing exceptional services, but also driving towards future commercial opportunities where possible.
  • Investigation, identification and resolution of technical issues assigned to you as per defined SLAs.
  • Remain overall technical ownership and point of escalation for all incidents being reported by customers, ensuring a timeous expedition and resolution of customer problems and complaints.
  • Strengthen relationships with customer, Service Managers, Account Managers and Global Deployment Services – providing insights into partner problem statements, possible solutions and commercial opportunities related to such problems.
  • Establish, develop and maintain technical relationships with Partners within your region, with a focus on generating new business for the organisation’s products/services.
  • Undertake technical calls and in-person visits.
  • Build strong internal relationships with the Product Management, Global Professional Services and Engineering teams to secure the ongoing internal support required to deliver the proposed solutions successfully.
  • Provide 24×7 support to customers around the world. The role requires you to have the ability to form part of the rotational standby roster and provide the necessary customer support when required.
  • From time to time there may be a requirement to work outside of or in addition to the ordinary hours of work in order to meet the Company’s business and operational needs.
  • Proactive engagement with the Engineering team and continuous communication with customers with regards to the current status of all support cases and ETAs of reported issues and enhancement requests.
  • Contribute towards a knowledge base and sharing learnings with the CSE Team.
  • Early detection of high priority customer issues and escalating to senior management when necessary.
  • Work in collaboration with Sales team to high priority customer incidents and escalations.
  • Engage with Sales Manager to raise opportunities for upsell / cross-sell.
  • Work in collaboration with Engineering to ensure that technical and operational issues are addressed as per the defined SLAs.
Qualifications –
  • Possess a post-secondary Degree in a relevant IT field.
Experience/Skills –
  • Have at least 5 years’ experience in Technical Service Delivery within an application and network support environment, preferably within large enterprise and managed service providers.
  • General Networking – Intermediate knowledge of complex networks including packet captures, connectivity investigations, firewalls, ports and related protocols, network routing and security.
  • Unified Communications & Collaboration –
    • Cisco UCM, including provisioning and management of users and dial plan.
    • MS Teams provisioning and management.
    • Cisco Webex Teams provisioning and management.
    • Zoom provisioning and management.
  • Network / UC monitoring and assurance – Experience with network / UC monitoring and assurance tooling, including configuration, metrics tracking, alerting and alarm definitions and monitoring.
  • Strong understanding of software development processes, including a good understanding of the concepts and implementation requirements related to the technical and operational measures required to ensure compliance (including secure coding practices, secure SDLC concepts, access control etc.)
  • Familiarity with cloud architecture and best practices for maintaining cloud services.
  • Proven experience in technical assessments, incident management, and incident response.
  • Strong administrative skills with the proven ability to maintain and complete administrative tasks related to technical case notes, L3 information sharing, and the creation of enhancement requests based on the needs of customers.
Advantageous –
  • Previous experience in a unified communications environment, with technical skills in technologies such as MS Teams, Webex Teams, Cisco UCM and Zoom, related to the provisioning and management of these technologies within managed service providers and large enterprises.
  • A strong customer centric and pragmatic approach.
  • Proven ability to get things done – be very outcome focused on their approach whilst measuring progress and success.
  • Strong leadership abilities, with a track record of driving change and building a culture of excellent customer experience.
  • Highly regarded communication and interpersonal skills, with the ability to effectively collaborate with technical and non-technical stakeholders, both internally and externally.
  • Highly competent, self-motivated, responsible and able to work under pressure and flexible hours to fit in with the international structure of the organisation.
  • Possess expert collaboration skills and must have the capacity to effectively communicate their ideas, opinions, and recommendations in a compelling manner to garner support and agreement from the customer technical teams and internal business units. These skills encompass various elements, such as effective communication, building rapport, presenting logical arguments, addressing objections, and showcasing the value and benefits of their technical proposals with the objective of achieving desired outcomes in collaboration with those teams.
  • Strong problem-solving skills, be a self-starter with the proven, referenceable ability for successfully delivering value within complex and distributed environments.