Support Technician

Ict Engage; Pretoria; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading company in technical services is seeking a Customer Service Representative to provide support and troubleshooting for users. The successful candidate will diagnose problems, escalate issues, and manage technical tasks related to networking and VOIP infrastructure. Responsibilities include direct user support, performing preventative maintenance, and assisting in configurations, all within a fast-paced environment requiring strong communication and technical skills.

Qualifications

• Experience with data networking and VOIP.
• Good communication skills and team collaboration.
• Ability to manage stressful situations.

Responsibilities

• Act as the primary interface to resolve user problems.
• Provide technical support via multiple channels.
• Perform technical duties on routers and networks.

Skills

Data networking

VOIP environments

Customer service

Time management

Conflict management

Job description

Customer Service: Act as the 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 proper product use and address specific user issues.

Escalate and report on the status of all problems as required by management.

Other technical duties include:

• Setup VPNs and port forwards on routers.
• Make changes to routers as per clients' requirements.
• Perform preventative maintenance on routers, including updates and scheduling reboots.
• Log onto routers to check configurations and ensure standards are met.
• 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 with voice-related port issues and setting up VPNs between sites.
• Perform 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 APs for clients.
• Configure QoS on routers.
• Assist with internal troubleshooting and problem resolution as needed.
• Support and maintain MS Windows and MS Exchange environments.
• Test, install, and maintain network-related components.
• Provide 3CX support to users and assist with related problems.
• Monitor infrastructure and act on failures.

Requirements:

• Experience with data networking, including VPN implementation, firewall configuration, and network routing (preferable).
• Good understanding of voice networking and VOIP environments.
• Ability to work in a team and a customer service-focused approach.
• Ability to work in a fast-paced environment with good time management skills.
• Ability to work under stressful conditions and communicate effectively.
• Professional attributes and conflict management skills.
• Proper technical knowledge of analog, digital, and VoIP services, IP networking, and data services provision.