Engineer â Level 2 FTTH Support

Vox Telecommunications; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A telecommunications company is looking for a Cloud Support Engineer in Johannesburg, South Africa. The role focuses on providing excellent customer service, resolving service requests, and supporting the Cloud Support Desk team. Candidates should have Grade 12 qualifications and cloud support experience, along with skills in relevant tools such as VMware and Microsoft Office 365. This position is essential for enhancing the customer experience through efficient problem-solving.

Qualifications

• Cloud support experience essential
• Knowledge of cloud related products and services

Responsibilities

• Adhere to Vox policies for customer service experience.
• Identify, prioritize, and resolve incidents or service requests.
• Monitor and coordinate all Cloud Support functions.
• Provide hands-on support to managers for first call resolution.
• Support team engineers for the best resolutions.

Skills

Written and verbal communication skills

Problem solving skills

Mimecast

Fortimail

VMware

Microsoft Office 365

Email troubleshooting

IoT

Oracle

Education

Grade 12

Tools

Mimecast

Fortimail

VMware

Microsoft Office 365

Oracle

Job description

Job Objectives

• To adhere to all Vox policies, processes and procedures created by Exco to be followed correctly to ensure the ultimate customer service experience.
• To identify, prioritize and resolve incidents or requests of service requests received from customers in need of resolution to their problems.
• To monitor, track and coordinate all Cloud Support functions including tickets, calls, complaints and mail queries from customers and/or Level 1 Support engineers.
• To contribute to problem resolution by giving in-person, hands-on support to managers to enable the first call resolution for customers.
• To support the other team engineers of the Cloud Support Desk in order to have them give the best possible resolutions to customer problems and achieve first call resolution.
• To ensure incidents and service requests are managed effectively to the company's policies and procedures, agree upon technical standard, timeline and first call resolution.
• To continually reduce incident load while enhancing customer experience by following correct procedures and resolving customers' problems the first time around.

Job Skills

• Written and verbal communication skills
• Problem solving skills
• Mimecast
• Fortimail
• VMware
• Microsoft Office 365
• Email troubleshooting
• IoT
• Oracle

Minimum Requirements

• Grade 12
• Cloud support experience essential
• Knowledge of cloud related products and services