T2 Network Engineer

About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success.

About the role

The Tier 2 Network Engineer is responsible for maintaining, monitoring, troubleshooting, and optimizing the organization's telecommunications and network infrastructure. This role serves as the primary escalation point for complex network incidents, providing advanced technical support across MPLS, DWDM, GPON, routing, and switching environments.

Key Duties and Responsibilities:

Network Operations

• Monitor, maintain, and support the organization's telecommunications and network infrastructure.
• Act as the primary escalation point for Tier 1 Network Engineers on complex network incidents and service requests.
• Perform network changes, upgrades, and maintenance activities in accordance with change management processes.

Network Troubleshooting & Issue Resolution

• Diagnose and resolve advanced network-related issues across MPLS, DWDM, GPON, IP, routing, switching, and carrier networks.
• Conduct root cause analysis for recurring incidents and implement preventative measures.
• Troubleshoot performance, connectivity, latency, and service availability issues to minimize network downtime.
• Work closely with vendors and carriers to resolve infrastructure-related faults.

Network Monitoring

• Proactively monitor network performance, capacity, and availability using network management and monitoring tools.
• Investigate alarms, alerts, and service degradation events and take corrective action.
• Identify trends and recommend improvements to optimize network performance and reliability.

Incident & Escalation Management

• Manage and resolve escalated incidents within agreed SLA timeframes.
• Escalate critical issues to Tier 3 Engineers, vendors, or carriers when necessary.
• Provide timely updates to stakeholders and customers regarding incident progress and resolution.

Network Implementation & Configuration

• Configure, deploy, and maintain network infrastructure, including routers, switches, firewalls, OLTs, ONTs, and transmission equipment.
• Implement approved network changes and ensure successful validation post-implementation.
• Participate in network migrations, expansions, and infrastructure projects.

Documentation

• Maintain accurate records of network incidents, troubleshooting activities, configurations, and changes.
• Develop and update technical documentation, network diagrams, operational procedures, and knowledge base articles.
• Ensure all work completed is documented according to operational standards.

Collaboration

• Collaborate with Network Operations, Engineering, Project Management, Service Delivery, and Vendor teams.
• Support cross-functional teams during major incidents, planned maintenance, and network deployments.
• Contribute technical expertise to network improvement initiatives.

Continuous Improvement

• Stay current with emerging networking technologies, telecommunications standards, and industry best practices.
• Contribute to process improvements, automation initiatives, and operational efficiency projects.
• Recommend enhancements to improve network stability, scalability, and performance.

Education, Experience and Skills

Minimum Requirements

• National Senior Certificate (Matric).
• National Diploma or bachelor's degree in information technology, Computer Science, Network Engineering, Telecommunications, or a related field.
• Valid Code EB Driver's License and reliable transportation.
• Must be willing to participate in after-hours support and standby rotations.

Certifications (Preferred)

• CCNP.
• HCIP.
• JNCIP.
• ITIL Foundation Certification.
• Relevant vendor-specific networking certifications.

Experience

• Minimum 3-5 years' experience in Network Operations, Telecommunications, ISP, or Networking environments.
• Proven experience supporting MPLS, DWDM, GPON, IP, routing, and switching environments.
• Experience with network monitoring and management systems.
• Experience performing network configuration, troubleshooting, and maintenance.
• Exposure to vendor equipment such as Cisco, Huawei, Juniper, Nokia, or similar platforms.
• Experience in incident, problem, and change management processes.

Technical Skills

• Strong understanding of TCP/IP, BGP, OSPF, MPLS, VLANs, QoS, DNS, and DHCP.
• Knowledge of routing, switching, wireless, and network security fundamentals.
• Proficiency with network diagnostic and troubleshooting tools.
• Ability to perform root cause analysis and problem resolution.
• Understanding of network monitoring platforms and performance management.

Soft Skills

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to remain calm under pressure and manage competing priorities.
• Ability to work independently and collaboratively within a team environment.
• Strong attention to detail and commitment to service excellence

Key Results Areas

• Network Availability: Maintain agreed network uptime and availability targets.
• Incident Resolution: Meet or exceed incident response and resolution SLAs.
• Change Management: Successfully implement network changes with minimal service impact.
• Problem Management: Reduce recurring incidents through root cause analysis and preventative measures.
• Network Performance: Maintain optimal network performance and capacity levels.
• Documentation: Ensure accurate and up-to-date technical documentation.
• Training & Development: Achieve required vendor certifications and contribute to team knowledge growth.
• Customer Satisfaction: Deliver high-quality technical support and stakeholder engagement