Level 2 Service Desk Agent

Hire Resolve; Johannesburg; Remote; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary based on experience

Job summary

A South African ICT provider is seeking a Level 2 Service Desk Agent to deliver advanced remote technical support for VOIP and connectivity solutions. This role involves managing incoming customer requests, providing complex troubleshooting, and ensuring timely issue resolution. Candidates should possess relevant certifications, along with at least 2 years of experience in a technical support role. The company offers competitive salaries based on skills and experience.

Qualifications

• Minimum 2 years' experience in a technical role, preferably in a Telecoms/IT Help Desk or Service Desk environment.
• Proven experience with VOIP, Hosted PBX, and Networking.
• Technical Certifications: N+ or A+ certification required.

Responsibilities

• Provide 2nd level technical support by diagnosing and resolving complex issues related to VOIP and network connectivity.
• Receive, log, and update all service desk tickets accurately via the ticketing system.
• Handle complex escalations from Level 1 agents efficiently.
• Ensure timely communication and feedback to customers.

Skills

Advanced troubleshooting

Customer communication

Ticket management

Escalation management

Education

N+ or A+ certification

Tools

Mikrotik (Router OS)

Job description

A South African information and communications technology (ICT) provider thatoffers voice, data, and cloud solutions to businesses, is seekinga Level 2 Service Desk Agent to provide advanced remote technical support for their clients' VOIP and Connectivity solutions. This role involves handling incoming customer faults and requests via phone and email, applying in-depth troubleshooting, and managing complex escalations.

Responsibilities

• Advanced Support: Provide 2nd level technical support by applying advanced troubleshooting techniques to diagnose and resolve complex issues related to VOIP and network connectivity.

• Ticket Management: Receive, log, and update all service desk tickets accurately via the ticketing system, adhering to standard operating procedures.

• Escalation Management: Handle complex escalations from Level 1 agents, and further escalating unresolved issues efficiently to higher-level internal expertise.

• Coordination: Arrange on-site technical assistance by generating requests to the Centracom Technicians Department when remote resolution is not possible.

• Communication: Ensure frequent, timely feedback is provided to customers and maintain a customer-centric focus.

• Ad-Hoc: Action requests delegated by the Service Desk Manager.

Minimum Requirements

• Technical Certifications: N+ or A+ certification required. VOIP and/or Networking certifications are beneficial.

• Experience: Minimum 2 years’ experience in a technical role, preferably in a Telecoms/IT Help Desk or Service Desk environment.

• Domain Expertise: Proven experience with VOIP, Hosted PBX, and Networking. Specific experience with Mikrotik (Router OS) is highly advantageous.

Benefits

• Competitive salary based on experience (salary can potentially be more based on experience/skills)

IFyou meet the above requirements and want to make a career-changing move, apply today by emailing your CV to [e-mail]