2nd Line Service Desk Engineer

MindMatch Consulting; Cape Town; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading IT consulting firm in Cape Town is seeking an IT Support Technician to troubleshoot network issues and provide support to users. The ideal candidate should have excellent communication skills, a current CCNA certification, and experience with WAN, LAN, and Firewall technologies. This role will require you to work independently and as part of a team. Competitive growth opportunities in a dynamic environment.

Qualifications

• Background in providing IT support.
• Experience with WAN, LAN, and Firewall technologies.
• 2nd line support experience is a plus.

Responsibilities

• Work amongst a technical helpdesk to support users.
• Troubleshoot remote network issues.
• Monitor and report on the network estate.
• Log incidents and maintain accurate records.
• Support VoIP and WiFi solutions.
• Ensure service levels are met.

Skills

Excellent communication skills

Good problem-solving skills

Flexible attitude

Good customer service skills

Education

Current CCNA certification or equivalent

Tools

Cisco

Juniper

Brocade / Ruckus

Aruba

Fortigate

Job description

Responsibilities

The extent of your duties will include but are not limited to:

• Working amongst a technical helpdesk
• Remote network troubleshooting
• Monitoring and reporting on network estate
• Supporting a range of technologies
• Logging incidents, resolutions and maintain accurate records of the estate
• Use of and maintenance of industry leading toolsets
• Supporting VoIP and WiFi solutions
• Trouble shooting and support post initial triage
• Supporting Connected Field Engineering teams
• Equipment Configuration
• Ensuring that Service Levels are met

The successful candidate will have

We are looking for someone with the following skills and attributes.

• Background in providing IT support.
• Excellent communication skills (both written & verbal)
• General IT knowledge and understanding
• Good problem-solving skills.
• Capable of working independently
• Team player
• Good Customer service skills
• Flexible attitude and strong work ethic
• Understanding of networking and protocols

Essential Knowledge

• WAN, LAN and Firewall
• Current CCNA certification or equivalent
• Experience with at least two of the following vendors:

• Cisco
• Juniper
• Brocade / Ruckus
• Aruba
• Fortigate

Desirable Knowledge

• 2nd line support experience
• SIP experience
• Security hardware experience (Firewall. IDS etc.)

If you are an excellent communicator, have a desire to deliver service excellent and are willing to learn, then this could be the role for you.