Engineer Ã¢Â€Â“ Level 3 Connectivity Support

Recruiter:

Vox Telecommunications

Job Ref:

JHB000619/PM

Date posted:

Monday, March 1, 2021

Location:

Centurion, South Africa

Salary:

Market Related

SUMMARY:
To provide Technical Support to Vox Telecom customers.

POSITION INFO:

Job Objectives

To adhere to all Vox policy’s, processes and procedures created by Exco to be followed correctly to ensure the ultimate customer service experience.
To identify, prioritize and resolve incidents or requests of service requests received from customers in need of resolution to their problems.
To monitor, track and coordinate all Connectivity Support functions including tickets, calls, complaints and mail queries from customers (Including Advanced SLA) and/or Level 1 and Level 2 Support engineers.
To contribute to problem resolution by giving in-person, hands-on, support to the Managers to enable the 1^st call resolution for customers.
To support the other team engineers of the Connectivity Support Desk in order to have them give the best possible resolutions to the customer problems to have 1^st call resolution.
To ensure incidents and service requests are managed effectively to the company’s policies and procedures to agree upon Technical standard, timeline and first call resolution
To ensure consistent performance to internal KPIs targets of 80% or to exceed performance.
To ensure the level of incidents are being continually driven down while increasing a positive customer experience according to the customer survey process by following the correct procedures and getting resolution to the customers problems the first time around.

Job Skills

Written and Verbal Communication Skills
Problem Solving Skills
MTCNA
MTCRE
CCNA/CCNP
Fortinet NSE1-4
JNCIA

Minimum Requirements

Grade 12
Data support experience essential: 2 Year Minimum
Knowledge of all Connectivity Mediums

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Engineer Ã¢Â€Â“ Level 3 Connectivity Support

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