Senior Support Engineer

SUMMARY:
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POSITION INFO:

Our client based in Cape Town (CBD) is currently seeking a Senior Support Engineer. The role is shift-based + weekends and involves supporting business infrastructure.

Responsibilities: 

• Provide expert-level technical support and troubleshooting assistance to customers via phone and email
• Investigate and resolve complex technical issues
• Log faults with service providers and third parties
• Document and track customers issues, resolutions and troubleshooting steps in the internal knowledge base or ticketing system
• Mentor and coach junior support engineers, providing guidance, training and knowledge sharing to enhance team performance
• Perform post-resolution follow-ups to support requests
• Reinforce SLAs to manage end-user expectations
• Proactively identify trends and patterns in customer issues to improve product stability and prevent recurring problems
• Communicate effectively with customers, providing regular updates and solutions clearly and professionally
• Work closely with cross-functional teams, including Senior Support Engineers, Principal Engineers, Network Engineers and Administration to address end-user issues

Role Requirements:

• Minimum required certifications: CCNA/MTCRE/JNCIA
• Minimum required experience: 2-5 years of working experience with a WISP/FISP or in a NOC
• Experience or qualification in Small Cell, DAS and Cellular technology
• Ability to work quickly, calmy a decisively under pressure, and must be process-oriented in approach to work
• Ability to work independently in a process-oriented environment
• Willing to spend time developing and learning new skills outside of the formal work environment

Please apply directly here.

Please note: due to the high volume of responses, only shortlisted candidates will be contacted.