O'Dwyer Personnel Cape Town, Western Cape, South Africa
Feb 27, 2018Permanent
POSITION : 2nd Line Support Engineer Salary : R35k – R40k P/M Location : Cape Town About the company: A leading South African Call Centre infrastructure, ICT and services provider is looking for an excellent 2nd Line Support Engineer to support the resolution of a range of client queries to a brilliant standard. Duties: Provide brilliant customer service by developing and maintaining a habit of delivering more than expected, demonstrating accountability through action and treating everyone with courtesy and care Provide technical support for customer issues escalated from the Service Agents, which involves ownership and resolution to closure of these issues whilst keeping the customer and ticketing system updated Assist the Service Agents where required to ensure skills transfer and provide ‘in process training and guidance’ so that tickets can be closed and not escalated where possible Remain constantly up to date and fully conversant with the full company suite of technologies and SOPs in order to provide world-class service to fulfil this role Ensure that issues are resolved in a timely manner in order to meet defined SLA targets. Own and drive ticket resolution for all assigned tickets including information gathering, troubleshooting, escalation to 3rd line, feedback and updates to customers and the ticketing system Continuously update Knowledge Base so that issue resolution approach and solutions are tracked for future reference and training. Act as the Technical Lead Engineer on all assigned New Implementations and work with assigned Project Managers to build, test and deploy new services according to documented scopes of work. Conduct investigations into possible issue trends and faults in order to provide permanent solutions to recurring incidents Provide 2nd line technical support both during and after standard working hours Attend to all Staff IT tickets and provide technical services to attend to any issues. Attend to Infrastructure projects as and when required for upgrades/ moves and changes as per the Infrastructure Manager. Attend to specific projects as and when required by the Service Desk Manager which may include special investigations, new product testing etc. Requirements: A+ and N+ Certification (Essential) 5 yrs Windows experience and either of MCITP: Server Administrator (2012 or newer) or MCSE Service Infrastructure (2012 or newer) MCSA: Windows Server 2012 Applied Microsoft Visio skills Applied VOIP experience Sound understanding of SIP and troubleshooting VOIP issues Full Microsoft suite experience XML scripting advantageous 5 yrs experience in a technical support role Energy and can do attitude What to include: Detailed CV (Please include month and year employed) Reason for leaving last employ Current salary Required salary Email your detailed CV to: Please submit your CV to firstname.lastname@example.org or visit our website and submit your CV online at www.odwyerpersonnel.co.za/vacancies We regret that we cannot contact all applicants regarding their status. Should you not be contacted by us within 30 days from the date of your submission, please consider your application unsuccessful. We regret that we cannot contact all applicants regarding their status.