Thato Denis Moabi

To provide 1st line technical support for enterprise customers within the products, services and Solutions offering to Vodacom customers.

• Network Access Service: (Fibre, Microwave, VSAT, Wireless LTEE & 3G, Diginet, ADSL, VoIP, Internet access, Hosting, Security Electronic Commerce, SD- WAN Technologies.

• Perform Technical diagnosis and troubleshooting using existing procedures and available tools.

• Report and manage access link issues to internal and external suppliers.

• Manage all incidents and customer queries on Siebel.

• Timeous, accurate and high-quality recording of symptoms, progress updates and status changes throughout the lifecycle of an incident.

• Target a resolution ratio 70-80%of all incidents logged at the Service Desk, using SOP’s.

• Manage the average Mean Time to Restore (MTTR)on a Month-to-Month basis according to SLA agreement.

• Ensure incident resolution within SLA, by escalating to the Assurance support team or any other specialist department internally – Utilise escalations management procedure as defined by SOP’s

• Professional and quality engagement with all external parties and partners and companies.

• Participate on special project as assigned.

1st and 2nd Network Engineer (Advance Service Desk)

▪ Maintenance of networks

▪ Support to the support service desk on all matters related to the network

▪ Monitoring of all networks

▪ BGP, OSPF, MPLS, Layer 2 Switching

▪ Managing all network hardware and equipment, including routers, switches and other Network Devices

▪ Conducting research on network products, services, protocols, and standards in support of network procurement and development efforts

▪ Administering all equipment, hardware and software upgrades.

▪ Work alongside other departments to achieve company goals and visions.

❖ 1
st
and 2
nd
line maintenance support, user support on personal computer hardware, software and peripherals

❖ Managing users on the server, configuring Active Directory, managing Windows Server 03/08/12

❖ LAN and WAN support

❖ VPN Configuring

❖ MPLS Configuring

❖ DNS server configuring, DHCP, TCP/IP Protocols

❖ Managing Telephone Management System (PABX)

❖ VoIP and SIP configuration troubleshooting using paladin

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Provide training to clients in the use of systems and application

✔

Obtain general understanding of OS and application operations related to company offered services

✔

Perform regular updates of server, research and learn about new software in the market that relates to the organization’s function

✔

Identify and solve various IT problems

✔

Network Administrator, Network Architecture and Standards