Technical Support Technician - Boland Area

SUMMARY:

The main purpose of the position:

An integral part of the success that encompasses the SOC (Service Operations Centre) Infrastructure team within the company
Responsible for tickets regarding the client’s infrastructure that require escalation to a Specialist Level Technician
Responsible for ensuring critical issues are resolved to client satisfaction, meeting service level agreements
This position is a hands-on technical role that comes with many benefits such as working with an innovative team, a strong focus on goal achievement, integrating the latest technologies, and working in an ever-changing fast-paced environment
Provide effective and efficient 2nd level response fault/ticket and management of the company’s external and internal Customers, resolve 2nd level issues and escalate issues to T3 Support Technicians

POSITION INFO:

Main Responsibilities:
Network monitoring
Provide effective and quick response
Clear and consistent internal and external communications
Responsible for in-depth customer issues


Key Performance Areas:

SOC (Service Operations Centre) Monitor: Monitoring of the network (Dude/UNMS)
Monitoring of Tickets hourly (DataTill)
Prioritising and managing many open cases at one time
Maintenance of the network
Monitoring of alerts (DataTill & Preseem)
Provide comprehensive technical support of Voice/Mobile Data/IP services, including troubleshooting, analysis, resolution, and technical escalations
Manage and comply with internal and external escalations timeframes
Keep monitoring sites up to date on-site information and changes
Helpdesk In-bound Response
Incident Management
Fault Management



Requirements:

Grade 12
CompTIA A+, N+ and/or any other similar IT qualification
MTCNA and/or MTCRE
2-5 years’ experience in the Telecommunications Service Sector
2-5 years’ experience in Desktop Support
Experience with FreePABX and Asterisks
Experience with VoIP and Telephony
Basic understanding of OSPF and Routing

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