Mbongeni Ntuli

Customer Relationship Management:

Develop and maintain strong relationships with customer management and operational teams.

Act as the primary, non-technical liaison between the customer and Cisco's technical support teams.

Issue & Incident Management:

Serve as the single point of contact for all operational and technical issues, mitigating crises and providing status updates on escalated issues.

Coordinate resources to resolve incidents quickly and effectively, and lead root cause analysis (RCA) for complex problems.

Reporting & Performance Analysis:

Coordinate and conduct weekly and quarterly customer calls to provide status reports and present detailed analysis of support needs.

Create and present comprehensive quarterly reports, including gap analysis and recommendations, to articulate the value of Cisco services.

Proactive Operations & Efficiency:

Monitor the customer's case backlog to ensure timely resolution and drive operational efficiency.

Identify trends, operational abnormalities, and gaps to provide proactive recommendations for improvement.

Coordination & Leadership:

Lead cross-functional internal and external teams in resolving complex technical issues and driving programs.

Coordinate with various Cisco post-sales support teams to represent the customer's needs effectively.

Strategic Alignment:

Understand the customer's business functions and culture to align them with Cisco's services and support models.

Drive the adoption of Cisco Expert Care services and promote the value of the support offering.

Technical Support: Provide support to end-users for Level 2 IT issues via phone, email, chat, or in-person.

Troubleshooting: Diagnose and resolve complex problems related to desktops, laptops, printers, mobile devices, operating systems, and applications.

Network Support: Address and resolve network connectivity issues for users.

Escalation: Escalate unresolved or complex IT issues to Level 3 support or other relevant IT teams.

User Guidance: Offer guidance and assistance to junior support staff.

Service Delivery: Ensure timely resolution of IT incidents and maintain high-quality support services.

Communication: Keep stakeholders informed throughout the resolution process of IT incidents.

Hardware and Software Management:

Installing, configuring, and maintaining computer hardware, software, and peripherals.

Network Support:

Monitoring and troubleshooting network issues, ensuring connectivity and performance.

User Support:

Providing technical support and assistance to users at the site for their IT-related problems.

System Security:

Implementing and maintaining security measures to protect the site's IT systems and data.

Inventory Management:

Keeping track of IT assets and resources at the site.

Understand and carry out Incident Management activities according

to the process, policies, procedures, and work instructions.

Investigate and resolve Incidents as quickly as possible.

Report all identified Problems to Incident Manager.

Raise Requests for Change when required.

Re-allocate Incidents as quickly as possible to appropriate Support

Groups or assign back to the Service Desk within the target response

times as described in the Monitoring Procedures.

Refer Incidents to external IT Suppliers when appropriate.

Escalate Major Incidents and high priority Incidents as described the

Escalation Procedures.

Share and maintain knowledge within the team

Recommend improvement opportunities for current process, policies,

procedures and/or work instructions within their own area of

responsibilities.

Hardware & Software Support:

Install, configure, and troubleshoot computer hardware, software, and peripherals.

Technical Support:

Provide first-level technical assistance to end-users via phone, email, or remote tools, and in person.

System Maintenance:

Assist with routine maintenance, monitor system performance, and perform system backups.

Workstation Setup:

Set up new workstations and ensure they are properly equipped and functional.

Inventory Management:

Help maintain accurate records of IT equipment and software.

Documentation:

Update and maintain IT documentation and records.

Network Assistance:

Support with basic network configurations, cable testing, and maintaining network infrastructure.

Project Support:

Contribute to larger IT projects, such as network upgrades, ERP system implementation, or inventory audits.

Learning & Collaboration

Mentorship:

Work closely with experienced IT staff and senior technicians, learning from their expertise.

Skill Development:

Gain hands-on experience with real-world technical challenges to build foundational IT skills, such as problem-solving and technical communication.

Teamwork:

Collaborate with other IT team members and communicate effectively with both technical staff and end-users.