Senior Support Technician - Stellenbosch

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

Customer Service

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

Other Technical Duties

• Setup VPNs and port forwards on routers.
• Make changes to routers as per client's requirements.
• Do preventative maintenance on routers, updates & scheduling reboots.
• Log onto routers to check the current configuration thereof to make sure everything is up to standard.
• Setup domains for websites, email, POP3, and exchange.
• Create users on Active Directory and set up permissions.
• Install and configure desktop computers and software.
• Assist in voice-related Porta issues.
• Setting up VPNs between sites.
• Do domain transfers.
• Change and manage the DNS records on the servers.
• Point websites on ISS server to other websites and make general changes.
• Manage and configure PRTG.
• Setup wireless APs for clients.
• Setup QoS on routers.
• Assist with internal troubleshooting and problem resolution as and when required at the office.
• Support and maintenance of MS Windows and MS Exchange environments.
• Testing, installation, and maintenance of network-related problems.
• Provide 3CX support to users and assist them with problems.
• Monitor the infrastructure and act on any failures.

Requirements

• Experience with data networking including implementation of VPN connections, firewall configuration, and network routing is preferable.
• Good understanding of voice networking and VOIP environments.
• Be able to work in a team.
• Be customer service focused.
• Be able to work in a fast-paced environment.
• Have good time management skills.
• Be able to work under stressful conditions.
• Be able to communicate effectively and clearly.
• Demonstrate professional attributes.
• Be able to manage conflict.
• Proper technical knowledge (analogue, digital, and VoIP services, IP networking, and data service provision).
• R30000 - R35000 negotiable based on experience.
• Medical Insurance.
• Pension.
• Personal development and training program.

3+ years experience in a similar role. Provide good quality work. Very strong analytical, problem solving, and decision-making skills. Effective task management. 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. Influencing skills. Lead with confidence. Be able to work overtime and standby as required. Be able to focus on the requirements as set by management. Punctual. Administration skills. Valid driver's license and own transport.

Education

3+ years experience in a similar role. Provide good quality work. Very strong analytical, problem-solving, and decision-making skills. Effective task management. 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.

Key Skills

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