2nd Line Support Technician - Telecoms Experience Essential

The 2nd Line Support Technicians role is to provide a single point of contact for end users, partners, and resellers to receive support and maintenance within the organizations IT environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment.

The person will also troubleshoot problem areas (in person, by telephone or via remote access) in a timely and accurate fashion and provide end-user assistance where required. This person will function as a point of escalation for the Technical Department by helping team members to troubleshoot and resolve difficult or advanced technical support issues.

CUSTOMER SERVICE

• Act as a primary interface to all clients to resolve technical problems reported
• Attend, respond, and resolve tickets on the ticketing system in a timely manner (within SLA)
• Provide troubleshooting and technical support via remote or on-site support
• Keep clients informed on progress with problem resolution
• Escalate and report on the status of all problems as and when required by management
• Provide solution advice to end-user technicians when needed

OTHER TECHNICAL DUTIES

• VoIP systems prior and after installations
• VoIP phones prior and after installations
• Mobile and desktop applications for PBX systems
• DSL, Diginet, Fibre, and wireless devices
• Routers, switches, and firewalls
• Various VoIP, network, server, domain, monitoring and system platforms
• Mail servers and applications
• Provide remote and on-site configuration and implementation assistance for VoIP, Network, hosting and systems platforms
• Advanced network configurations such as, but not limited to, quality of service, failovers, routing, NAT, tunneling (VPN, EoIP, etc.)
• Setup, troubleshoot, and maintain domains for websites, email, applications, and system platforms
• Setup, configure, support, and maintain users on Active Directory and set up permissions
• Install and configure desktop computers and software
• Assist with VoIP platform issues
• Change and manage the DNS records on the servers
• Point websites on IIS server to other websites and make general changes
• Manage, configure, and monitor client monitoring systems
• Log line and system faults with vendors and service providers.
• Configure, troubleshoot, and maintain wireless APs for clients
• Assist with internal problem resolutions as and when required
• Do preventative maintenance on client equipment including, but not limited to Network equipment, VoIP Systems, LAN equipment, and servers.
• Any other miscellaneous IT-related tasks as required by the client or management
• Guiding other technicians on technical issues they might be struggling with in a training capacity
• Monitoring and basic maintenance of core equipment
• Support on various hosted or onsite systems
• Ensuring standards are met within SLA for all support and configurations
• Act as backup to other senior technicians on their incidents or projects to clients if they are not available
• Assist in developing, monitoring, and implementing department policies and procedures
• Training and mentoring of junior team members
• Ensuring that the client solutions are updated on our administrative platforms

REQUIREMENTS

• Provide good quality work
• Very strong analytical, problem solving and decision-making skills
• Be customer service focused
• Be able to work in a fast-paced environment
• Be able to work under stressful conditions
• Be able to communicate effectively and clearly
• Demonstrate professional attributes
• Excellent attention to detail skills
• Ability to prioritize work schedules and manage multiple projects simultaneously
• Demonstrate ability to be assertive and self-motivated
• Lead with confidence
• Be able to work overtime and standby as required
• Be able to focus on the requirements as set by management
• Punctual
• Valid driver's license and own transport

REQUIRED TECHNICAL KNOWLEDGE, SKILLS AND ABILITIES

• CCNA / MTCNA / MCSE certification
• Experience in wireless and fiber solutions, Ubiquiti, Mikrotik configuration, troubleshooting, and maintenance
• Experience in VoIP (PBX, SIP, phones, applications, etc.)
• Advanced 3CX knowledge
• Ability to trace, install, and test cabling
• Experience of servers, Linux and Windows, configurations and troubleshooting.

OTHER

• Complies with the company's vision, policies and procedures
• Performs other tasks as assigned by management
• Applying the principle of privacy and confidentiality to all work practices

BENEFITS

• R25k Negotiable based on experience
• Medical Insurance
• Pension
• Personal development and training program