1st Line Support Engineer (Voice)

 

Recruiter:

Data Centrix

Job Ref:

JHB005275/Nondu

Date posted:

Wednesday, March 17, 2021

Location:

Capetown, South Africa

Salary:

Market related


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''



 

NB! This job is now closed. You can apply for other jobs by uploading your CV.



 

 

 

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