Cloud Networking Engineer

Turrito (Pty) Ltd; Johannesburg; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A prominent service provider in Johannesburg is seeking an Engineer to serve as the first point of contact for clients. The role involves managing client tickets, providing feedback, and monitoring network outages. The ideal candidate must have 4+ years of technical experience and excellent communication skills. A valid driver's license and personal transportation are required.

Qualifications

• Minimum 4 years of experience supporting connectivity.
• Experience in supporting clients remotely, preferably at an MSP.
• Must have own transportation and a valid driver’s license.

Responsibilities

• Serve as an escalation point for clients and provide feedback.
• Respond to client tickets within timely manner.
• Proactively monitor and report on network outages.

Skills

4+ years experience at an ISP or ISP reseller

4+ years in troubleshooting technical issues

Technical qualification (Microsoft, Fortigate, CCNA)

Analytical and problem-solving skills

Excellent written and verbal communication

Education

Technical qualification

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.