Support Desk Engineer

SUMMARY:
On the lookout for a rock star Systems Support Engineer with excellent written and verbal skills, fanatical about service, and have high levels of energy and drive

POSITION INFO:

Technical Requirements

• Ensure that you manage all tickets within the prescribed SLA’s and customer satisfaction levels
• Ability to troubleshoot, diagnose and resolve technical problems (over the phone and via email)
• Taking ownership of technical faults and managing them in a logical and methodical manner
• Correctly logging incidents and faults, categorizing and prioritising them in line with team processes, and proactively keeping the customer informed of progress
• Ensuring all faults are correctly escalated to internal and external teams where required
• Basic working understanding of Linux
• Working understanding of email technologies
• Working understanding of DNS
• Excellent customer service skills
• The ability to articulate solutions clearly and confidently to end-users
• 80% of all tickets resolved in less than a day
• Quality responses on issues resolved aids in explaining the issue to clients and provide training for the client for future reference
• Fulfills the overall objective of resolving client issues in a timely and quality-driven manner
• Respond and manage platform tickets and notifications immediately
• Timely customer notification of issues on their respective platform

NB! This job is now closed. You can apply for other jobs by uploading your CV.