2nd Line Support Engineer
IT – Support
Cape Town – Western Cape ~ Johannesburg – Gauteng
ENVIRONMENT:
Ensure the timely resolution of all service and support related requests providing superior customer service as the next 2nd Line Support Engineer sought to by a cutting-edge Cloud Solutions Specialist. The role will be based in Johannesburg or Cape Town. The Support Desk ensures timely resolution of all service and support related requests and incidents. It offers successful 1st, 2nd & 3rd level support to its customers including incident & problem management. Key to achieving success is providing superior customer service through timely & accurate technical support with focus on quality and first touch resolution. Matric and relevant tertiary qualification essential, 4 + years relevant experience.
DUTIES:
Service Excellence:
- Work delivered is of a high standard that meets the client’s requirements and satisfaction.
- Each service delivered to an external and internal customer must be conducted in a professional manner.
- The above items will be measured by customer feedback, sales feedback and peer review.
Support Requirements:
- Ticket Logging: Ensure all requests are logged as per call logging process with all mandatory fields completed.
- Ticket Response: Ensure all tickets assigned are responded to within set targets.
- Ticket Resolution: Ensure all tickets assigned are resolved within set targets.
- Ensure First Time Resolution on all requests and incidents.
- Escalation of Tickets: Ensure all tickets which require escalation are escalated following the comprehensive process required.
General Responsibilities:
- Operational support systems: Ensure all support systems are always accurately updated with customer and technical information.
- Monitoring Systems: Ensure all customer information is correctly displayed on all the monitoring systems.
- Policies and Procedures: Ensure that all policies and procedures are adhered to o Ensure you understand available technologies.
- Stay up to date with development, improvements, etc.
- Create internal awareness around the technology.
- Scheduled overtime work as and when is required.
- Scheduled standby after hours during weekdays and weekends when required.
- Shift work hours between 7h00 and 18h00 and standby as per roster.
- Reporting of events and root causes of incidents when required.
- Hardware pre-configuration.
REQUIREMENTS:
- Matric and relevant tertiary qualification essential
- 4 + years relevant experience
- Working standby (approx. 1 week per month)
- Competent troubleshooting & problem solving
- Escalation point for 1st Line support
- Intermediate mentorship skills
- Network configuration working understanding
- Linux (Centos / Ubuntu) exposure
- VoIP applications (e.g. Asterisk, FreePBX, Elastix, Vicidial, Queuemetrics)