The focus of this position is delivering infrastructure management support to Operations Management customers. The service provided would require the engineer to have sufficient troubleshooting skills to be able to investigate the issue and then sufficient product knowledge to be able to determine the cause of the problem and provide the solution to the customer. Product level knowledge would also need to be of a level to be able to implement, configure and perform skills transfer of the required products when necessary.Main Duties / Key Accountabilities A Infrastructure Management Support Engineer will need to fulfil a combination of the following functions, depending on the skills and experience of the individual:
• Troubleshooting
• Customer and Operational Support (Different levels)
• Resolving support calls across all clients in various products
• Implementation (Installation, configuration, etc.)
• Integration (communication between the various products)

Requirements: Education, Training and Experience Please note: It is requirement of this position that the incumbent is able to travel to specifically African and Middle Eastern countries occasionally. Also due to the nature of the position, a certain amount of work will be required to be done on weekends and after hours.
Networks
A comprehensive working knowledge and understanding of Telecommunication and Networks are essential.
A Minimum of 3 years experience in IT networking and an in depth understanding of the following:
• TCP/IP
• SNMP/RMON
• LAN knowledge: Ethernet, Fast Ethernet, FDDI, Token Ring
• WAN knowledge: Protocols & Architectures
• VPNs & MPLS (& management thereof)
• ATM knowledge
Operating Systems
Must have:
• UNIX (one or more of Solaris 2.X, Linux, HPUX)
• Windows (one or more of NT, 2000, XP)
Product Knowledge
Must have experience in at least two of the Network Management products below, with preference given to IBM Tivoli Netcool Suite and InfoVista:
• CA
o eHealth Suite
o Spectrum
o Service Desk
• Cisco
o CAR
o CIC
o ISC
o LMS
o WCS
• EMC
o Smarts
o Voyence
• IBM Tivoli
o Netcool/Omnibus
o Netcool/Webtop
o Netcool/Impact
o Netcool/RAD
o Netcool/Precision
o Netcool Probes and Gateways
• InfoVista
• Netscout
• Any other SNMP (Simple Network Management protocol) management product/tools
Will be advantageous
• Unix shell scripting
• SQL / Oracle knowledge
• Protocol debugging (usage of Sniffer/Network Analysers)
• Marval
• Training and Certifications in any of the products mentioned above

Personal Attributes and Skills Required
• Technically and service orientated (enjoys the combination of a customer support and technical specialist environment)
• Accuracy and attention to detail
• Self-starter taking initiative
• Self confident
• Enthusiastic and Motivated
• Constructive conflict management skills
• Excellent time management and prioritisation skills
• Excellent written and verbal communication
• Gains respect and trust easily
• Able to build strong relationships with people
• Tolerance and patience