Customer Support Engineer (L1)

Merchants; Sandton; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading customer service provider in Sandton is seeking a Customer Support Engineer (L1) to deliver exceptional first-line support. You will troubleshoot technical issues and maintain client relationships while adhering to service levels. Ideal candidates have 3+ years of related experience and preferred certifications in desktop support and networking. Night shifts are required in a rotational schedule.

Qualifications

• Minimum 3 years of related work experience.
• Technical troubleshooting skills are required.
• MCITP certification preferred for Windows 7 support.

Responsibilities

• Provide first-line support for logged incidents.
• Develop relationships with clients on behalf of the company.
• Update all calls promptly and ensure feedback.

Skills

Technical troubleshooting skills

Client relationship management

Incident response

Communication skills

Education

MCITP: Enterprise Desktop Support Technician

A+ certification

N+ certification

MCSE certification

CCNA certification

Tools

Avaya

NICE

Job description

Customer Support Engineer (L1)

Work With The Best

At Merchants, our vision is to create meaningful and sustainable futures for our people by fostering a culture of continuous learning through various skills and development programs designed to develop talent and fulfill potential.

If you are committed to delivering exceptional service, apply to join our professional team and kick-start your career. We are always seeking exceptional talent and are renowned worldwide for our outstanding customer experience, utilizing the latest technology, best practice models, and innovative training techniques.

We prioritize our people in everything we do and believe that how you treat your customers and colleagues sets us apart.

Are you ready to take the next step in your career?

The Customer Support Engineer is responsible for providing 1st line support for all logged incidents and meeting SLAs to ensure appropriate actions are taken within the role's scope.

1. Query Resolution

• Develop and maintain professional relationships with clients on behalf of Merchants.
• Resolve all logged calls related to telephony, conferencing, and desktop issues within SLA.
• Resolve level 1 system and network issues within SLA.
• Escalate level 2 system and network issues to relevant parties.
• Escalate calls to appropriate parties when necessary.
• Confirm call resolution with clients before closing calls on the IT Service Management System.
• Retrieve calls from the Business unit on NICE platform or other voice loggers where applicable.
• Investigate and report incidents related to server, desktop, and telephony systems.
• Liaise with third-party vendors and 2nd line support to resolve escalations, problems, and queries.

2. Standard Adherence

• Update all calls promptly with a complete audit trail of actions and events, follow up on escalated calls to ensure completion and feedback.
• Comply with Merchants' accepted ITIL-based industry best practices.

3. Administration

• Perform daily morning checks on all managed IT platforms and systems to ensure consistent availability.
• Maintain service and quality levels according to Merchants’ standards, processes, and procedures.
• Document Standard Operating Procedures and Work Instruction processes related to Merchants and client-specific systems.
• Manage client expectations regarding break-fix calls and service requests.

Requirements

• Minimum 3 years of related work experience.
• Technical troubleshooting skills.
• MCITP: Enterprise Desktop Support Technician on Windows 7 preferred.
• Experience with Avaya and NICE is advantageous (training provided).
• Basic Apple Mac knowledge is an advantage.
• A+ and N+ certifications are advantageous.
• MCSE & CCNA certifications are advantageous.

Additional Requirements

Night shift hours (Monday to Sunday): 2pm to 11pm and 10pm to 8am (rotational).