Engineer – Level 3 Connectivity Support

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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