Senior Support Technician - Centurion

The Technical Service Support Engineer administers, troubleshoots, and maintains Voice and Data Networks, including routers, gateways, and PBX phones. This person will also be responsible for configuring network and voice solutions for clients according to their requirements.

Customer Service

• Act as the primary interface to all users to resolve reported problems.
• Respond to tickets on the CRM system promptly.
• Provide troubleshooting and technical support via phone, email, and face-to-face to end users.
• Keep end users informed about the progress of problem resolution.
• Advise users on proper product use and address specific user issues.
• Escalate and report on the status of problems as required by management.

Other Technical Duties

• Set up VPNs and port forwards on routers.
• Make configuration changes to routers as per client requirements.
• Perform preventative maintenance on routers, including updates and scheduled reboots.
• Check router configurations to ensure standards are met.
• Set up domains for websites, email, POP3, and Exchange.
• Create users on Active Directory and set permissions.
• Install and configure desktop computers and software.
• Assist with voice-related Porta issues.
• Set up VPNs between sites.
• Handle domain transfers.
• Manage DNS records on servers.
• Point websites on IIS servers to other websites and make general changes.
• Manage and configure PRTG.
• Set up wireless access points for clients.
• Configure QoS on routers.
• Assist with internal troubleshooting and problem resolution at the office.
• Support and maintain MS Windows and MS Exchange environments.
• Test installation and maintenance of network-related issues.
• Provide 3CX support to users and assist with problems.
• Monitor infrastructure and respond to failures.

Requirements

• Experience with data networking, including VPNs, firewall configuration, and routing, is preferable.
• Good understanding of voice networking and VoIP environments.
• Ability to work in a team and focus on customer service.
• Ability to work in a fast-paced and stressful environment.
• Good time management and effective communication skills.
• Demonstrate professional attributes and conflict management skills.
• Technical knowledge of analogue, digital, and VoIP services, IP networking, and data services.
• Salary R30000-R35000 negotiable based on experience.
• Benefits include Medical Insurance, Pension, and a personal development and training program.

Experience and Skills

At least 3+ years in a similar role, providing quality work with strong analytical, problem-solving, and decision-making skills. Ability to prioritize, multitask, and work overtime or standby as required. Valid driver’s license and own transport are necessary.

Education

3+ years experience in a similar role with strong analytical and problem-solving skills, customer service focus, and ability to work under stress.

Key Skills

Change Management, API, ABAP, Facility Management, Games, Claims