Active Service Support Engineer

Location: Capetown, South Africa
Salary: Market related
Recruiter: Vox Telecommunications
Job Ref: JHB000518/TD
Date posted: Monday, November 4, 2019
Summary: To provide immediate first line support and daily assistance of all service support related issues.



Job Description

Job description includes but not limited to: -

Primary tasks: Technical

Accepting, coordinating, managing technical support and network operations queries, alerts, faults and escalations, to resolution, as per pre defined and trained processes.

The engineer will be required to have the technical ability to accurately check and confirm network health, network issues, customer solution service status and failed provisioning errors.

All work will have to be properly and accurately documented once completed, which will be part of the performance per case

Secondary Task:

Manage fiber build complaints: -

- Superior customer service

- Accept through various channels

- Record all details

- Coordinate the fault effectively

- Use the fault to reflect excellent operational management of the fault on Frogfoot’s side

- Record accurately once resolved

Provisioning: -

- Completing provisioning steps on system and stepping the ticket to the next phase

- Configuring Accedians and Mikrotiks

- Taking calls and tickets to troubleshoot provisioning challenges and

- Recording these entries for historical reporting

- Assisting with administrative duties like capturing support ticket data

Minimum requirements

Grade 12

3 years experience in Service Support

3 years hands on experience with end user support

Experience in tickets troubleshooting

Hardware and Software - setup, repair, configure, troubleshoot




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