Cloud Networking Engineer

Turrito (Pty) Ltd; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A service provider in South Africa is seeking an Engineer to be the first point of contact for clients. The role involves providing high-level client service, responding to technical queries, and troubleshooting issues. The ideal candidate should have at least 4 years of experience in ISP environments and possess technical qualifications. This position provides a dynamic work environment focused on client satisfaction.

Qualifications

• Minimum 4 years experience at an ISP or ISP reseller supporting connectivity.
• Minimum 4 years experience troubleshooting technical issues remotely.
• Must have own transport and valid driver's license.

Responsibilities

• Serve as an escalation point for clients and provide feedback.
• Respond to client tickets within defined SLA targets.
• Monitor and report on network/system outages.

Skills

Client service

Technical troubleshooting

Analytical skills

Problem-solving skills

Communication skills

Education

Technical qualification (Microsoft, Fortigate, CCNA, A+, N+)

Job description

Overview

The Engineer is the first point of contact for clients.

While providing the highest level of client service, the Engineer answers incoming calls and any correspondence related to support and tracks all information using the company's PSA tools.

Responsibilities

• Serve as an escalation point for clients and provide continual feedback to client regarding their escalation.
• Respond to clients and respond to tickets logged within timely manner to meet defined SLA targets.
• Proactively monitor and report on network and system outages.
• Identifying, fault reporting trends with customer queries and escalating to Support Team Lead and / or Senior Support for recommendations on a resolution.
• Prioritizing and managing open and pending tickets effectively.
• Establishing a good working relationship with colleagues, customers and 3rd party vendors.
• Provide emergency and cut-over support outside of business hours when required.

Knowledge and Skills required

• Minimum 4 year experience at an ISP or ISP reseller supporting connectivity or;
• Minimum 4 years experience in troubleshooting technical issues and supporting clients remotely, preferably at an MSP.
• Some form of technical qualification Eg. Microsoft, Fortigate, CCNA, A+, N+.
• Prioritizing and managing open and pending tickets effectively.
• Excellent analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Must have own transportation and a valid driver's license.