1st Line Support Engineer (Voice)

SUMMARY:
Datacentrix is looking for a 1st Line Voice Support Engineer to act as the single point of contact for the customer for all supported applications, infrastructure and specific 3rd party-related problems. Take ownership of all owned incidents from logging to resolution. Assist with internal desktop support queries.

POSITION INFO:

Critical Requirements:

• Matric
• Basic Linux command line skills
• N+ and a basic understanding of VLAN’s
• Network troubleshooting  (WAN connectivity)
• Mikrotik and Cisco router experience will be advantageous!
• ADSL and Wireless troubleshooting
• Email troubleshooting (Client and server side)
• Understanding of DNS including on types of records and troubleshooting.
• Basic understanding of VoIP
• Ideal candidate will have experience working in an ISP environment.
• Valid Driver’s License and own vehicle
• Will be part of an after-hours standby rotation cycle.

Responsibilities:

• Logging of Incidents and Service Requests, ensuring end to end management and ownership of tickets.
• Identify and escalate requests requiring urgent attention in order to resolve as quickly as possible.
• Record details of all incidents, timeously and accurately paying attention to detail.
• Ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
• Coordination of incidents and requests in order to meet Service Level Agreements.
• Liaise with various 3rd parties, internally and externally, toward achieving resolution within SLA.
• Adherence to call lifecycle processes and procedures.
• Maintain adequate knowledge of supported systems to provide high-level support.
• Maintains and consistently demonstrates a general knowledge of service desk guidelines, processes and procedures
• Display professional, helpful, responsive behaviour and willingness to assist the customers at all times.
• Assist with internal desktop support queries such as printer setups, software installs and troubleshooting.
• Liaising with the project management team, 3rd line engineers and network engineers on a regular basis.

If you fit this profile, please load your CV on the Datacentrix website. To view more of Datacentrix IT jobs, go to --------Please upload your CV here--------> and click on ‘Search Jobs''

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