Cloud Networking Engineer

Turrito (Pty) Ltd; Johannesburg; Hybrid; ZAR 350,000 - 550,000; Full time

Job summary

Turrito (Pty) Ltd is seeking an Engineer who will be the first point of contact for clients, handling incoming calls and correspondence related to support while logging information in PSA tools.

You will escalate, troubleshoot remotely, monitor outages and coordinate with the Support Team Lead and vendors to resolve issues within SLA targets. This role requires strong client service, remote support experience, and relevant certifications such as CCNA or Fortigate.

Qualifications

• Minimum 4 years experience at an ISP or ISP reseller supporting connectivity.
• Minimum 4 years experience in troubleshooting technical issues and supporting clients remotely, preferably at an MSP.
• Some form of technical qualification e.g. Microsoft, Fortigate, CCNA, A+, N+.

Responsibilities

• Serve as 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.
• Identify fault reporting trends with customer queries and escalate to Support Team Lead and/or Senior Support for recommendations on a resolution.
• Prioritize and manage open and pending tickets effectively.
• Establish a good working relationship with colleagues, customers and 3rd party vendors.
• Provide emergency and cut-over support outside of business hours when required.

Skills

Client support

Escalation handling

Remote troubleshooting

Ticketing SLA

Network monitoring

Vendor liaison

Education

Microsoft certification

Fortigate

CCNA

A+

N+

Tools

PSA tools

Job description

Description of role:

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 companies PSA tools.

Responsibilities:

• Serve as an escalation point for clients and provide continual feedback to client regarding their escalation.
• Respond to clients and responding 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+.