Tier 1 Support Engineer (MKT178)
Umhlanga
R15000 per month

1-2 years of experience in the Telecommunications voice & data services and/or IT related industry
CompTIA A+
CompTIA N+
MikroTik Certified Network Associate (MTCNA) advantageous
Equipment knowledge – MikroTik advantageous
IP PBX knowledge advantageous

interact with customers, reseller clients, service providers, internal department interfaces and support team members on a daily
providing technical support to customers on a first level response platform
Adherence to policies, answer customer service and technical support calls, elicit information, log and assume ownership on Service Tickets
Responsible for responding to new service tickets
continuous follow-up on Service Tickets on a daily basis.
Providing basic/first line troubleshooting with the customers,
fulfilling customer service requests and working as a liaison between Support, Fulfilment Services, Billing and Technician/Tech Support Specialists to ensure acceptable
escalating to Tier 2 if issues cannot be resolved.
proactive approach by providing regular updates to customer during the resolution process and monitoring customer’s last miles, fulfilling top-ups and other services as required
Responsibilities also include 24 hours standby on-call rotation with the Support Team.