Role Description

Network Engineer at IT Lab, Cape Town

Company Background
IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.
We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work.
A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability.
An opportunity has arisen for a Network Engineer to join the remote support team in our Cape Town office who specialises in Networking.  


The Role
The key deliverables of a Network Engineer are to provide technical support to our clients specifically around the network stack. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as good analytical and technical skills and continually look to improve on this. In addition, they will need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.

Reporting to the Team Leader, the key deliverables of our Network & Security Engineers can be summarised as follows:

  • Telephony:
o answer calls and attempt first call resolution.
o confirm and capture accurate information.
  • Take ownership of tickets assigned to you or your relevant virtual team ticket queue within the required agreed SLA’s.
  • Prioritise and manage several tickets at one time.
  • Apply extreme attention to detail.
  •  Excellent desktop troubleshooting skills.
  •  Basic to intermediate server and network identification and troubleshooting skills.
  • Take ownership of technical escalation.
  • Contribute to and improve internal knowledgebase assets.
  • Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
  • Provide prompt and accurate feedback to clients.
  • Direct unresolved issues to senior support service engineer for technical escalation.
  • Maintain data quality and accuracy standards always.
  • Requires a level of supervision.

Location and environment
This role will be based in our beautiful Century City offices in Cape Town; however, you will work amongst a Support Team split across client sites, London, Cape Town, Manchester and Woking offices. Our culture is non-hierarchical and one which stems from a work hard but have fun environment. We like to laugh, we like to do things together and among all the challenges of growing a fast-paced business, we endorse people being themselves, allowing them to focus on outcomes and substance rather than form.
If you think you are a result oriented, positive, strategic thinker as well as tactical practitioner, then the Lab is the place for you.


Required skills and capabilities
The ideal candidate will have/be:
  • Strong experience in a role inclusive of technologies studied and actively supporting
  • Excellent communication and interpersonal skills
  • Experience supporting:
        o Microsoft Exchange
        o Active Directory
        o Fortigate
        o Juniper
        o Gama Horizon
        o Cisco LAN/WAN (routers, switches, ASAs)
        o Office 365
        o Windows Servers (full range)
        o Server Virtualisation (HyperV / VMWare)
        o Local Area Networking
        o Symantec Products
        o Citrix ( XenApp/XenDesktop)
  • Formal IT qualifications: MCSA Server/CCNA
  • Generic essential individual attributes:
  • Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
  • Take ownership of incidents or requests allocated to them or their relevant virtual team ticket queue and professionally manage them through to resolution or escalation.
  • Ask targeted questions and apply accurate troubleshooting.
  • Contribute fully as an active team member and ensure personal and team objectives are achieved.
  • Collaborate with other teams to maintain standards and functionality.
  • Maintain a professional relationship with clients and peers,
  • Utilise excellent customer service skills and exceed customers’ expectations.
  • Report potential client facing risks.
  • Report customer feedback and potential product request.
  • Maintain personal development plan with line manager.
  • Collaborate with other teams to maintain standards and functionality.
  • Undertake any other tasks as assigned by management.
  • Availability during your shift hours (which may incur shift & desk rotation).
  • Troubleshoot, maintain and support a wide range of systems.
  • Ensure Service level agreements (“SLA’s”) are met.

The Package
  • Working hours will be 40 to 45 hours a week during standard business hours (Monday – Friday, rotational shifts between 7am – 7pm UK time)
  • Offices locating in Century City (Cape Town)
  • Package depending on experience
  • 22 days’ annual leave
  • Opportunity to be a part of a large group of experienced Support Engineers, for you to grow and develop your skills and experience
  • Continual professional development plans
  • Free breakfast daily, lunches paid for on Friday (and a whole array of other benefits!)
  • Working for an established London based employer with predominantly UK based clients

Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.