Technical Support Technician - Boland Area

Recruiter:

Glasshouse Recruiting

Job Ref:

CPT000012/Sam

Date posted:

Monday, August 2, 2021

Location:

Somerset West, South Africa

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

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

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Technical Support Technician - Boland Area

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