Cloud Networking Engineer

ATS Client; Johannesburg; On-site; ZAR 300,000 - 480,000; Full time

Job summary

ATS Client in Johannesburg is seeking an Engineer who will be the first point of contact for clients, answering calls and correspondence related to support, and tracking information using PSA tools.

You will escalate as needed, respond to tickets to meet SLA, monitor outages, identify trends, manage tickets, and maintain relationships with customers and 3rd party vendors. Flexibility for outside-hours support when required.

Qualifications

• Minimum 4 years' experience at an ISP or ISP reseller supporting connectivity.
• 4+ years troubleshooting technical issues and remote client support, preferably at an MSP.
• Technical qualifications such as Microsoft, Fortigate, CCNA, A+, or N+.
• Excellent written and verbal communication skills.
• Must have own transport and a valid driver's license.

Responsibilities

• Serve as escalation point for clients and provide continual feedback to client regarding their escalation.
• Respond to clients and 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 or Senior Support.
• Prioritize and manage open and pending tickets effectively.
• Establish good working relations with colleagues, customers and 3rd party vendors.
• Provide emergency and cut-over support outside of business hours when required.

Skills

ISP experience

Remote troubleshooting

Ticketing & SLA

Customer service

Certifications

Driver's license

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+.
• 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.