Engineer: level 1 Voice Support

SUMMARY:
To provide Technical support to Vox Telecom customers.

POSITION INFO:

• 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 Technical Department functions including tickets, calls, complaints and mail queries from customers and or other staff.
• 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 Technical Department 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

Minimum Requirements

• Grade 12
• A+
• N+ or equivalent Technical Support Level 4
• MCSE or equivalent Systems Support Level 5
• Aruba Wireless
• 1 Year administration of servers / LAN / network
• 1 Year exposure to desktop support / technical support
• 1 Years’ experience in customer-facing role

Job Skills

• Strong technical documentation and technical procedural skills
• Customer relationship management skills
• Knowledge of networks and technologies
• Knowledge of conducting research into a wide range of computing issues.

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