Our Client in the Telecommunication industry in Umhlanga is currently seeking a 2nd Line support technician to join their growing team of technicians.

The position is responsible for tier 2 technical support of VOIP, telephony and data products and services. Asterisk knowledge and experience would be highly beneficial and advantages in the person been offered the position.

Receive and resolve support tickets escalated from 1st tier
Respond to support cases in a timely and friendly manner
Manage and maintain personal ticket queue
Assist with internal training in order to minimize skill gap between 1st and 2nd tier
Utilize and contribute to internal technical documentation and knowledgebase

Personal Specification:

Good written and verbal interpersonal skill (English main language)
Ability to think analytically and troubleshoot efficiently
Demonstrate excellent technical understanding of a wide range of data and voice technologies
Knowledge of TCP/IP and OSI model, IPv4, NAT and related technology
Knowledge of, and ability to troubleshoot, Asterisk IP-PBX systems and GUI front-ends like Free PBX
Knowledge of SQL is advantageous.
Experience with the Linux OS and basic command line familiarity (SSH, bash,top, etc.)
Experience with Mikrotik routers and networking devices, and a generally strong grasp of routing and switching
VPN setup and support, specifically PPTP, and L2TP VPN technologies
Understanding of service provisioning process
Ability to effectively analyse and troubleshoot last-mile connectivity, suchas ADSL, LTE, Fibre, FTTH, Diginet

Minimum Requirements:

5 years' experience working in a technical position in the telecommunications industry
A degree, or industry-specific qualification (Mikrotik, VOIP, Cisco, etc.) is beneficial
Candidates with dialer experience (specifically VICIdial) will receive strong preference