VOIP & Networking Support Engineer – Level 2

Hire Resolve; Johannesburg; On-site; 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.

Skills

Advanced troubleshooting

Customer communication

Ticket management

Escalation management

Education

N+ or A+ certification

Tools

Mikrotik (Router OS)

Job description

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.