ICT Industry

Provide remote first line support and assistance.

Responsibilities:

First point of contact with users (telephone, NMS notifications and mail)
Logging incidents and support request
Emailing and managing notifications to clients
Assigning problem ticket to the correct technical contact
Various administrative duties (reporting and data capturing)
Ensuring the escalation and follow up of problem tickets according to set standards
Follow up with the clients after 2nd and 3rd line resolves issue
Confirmation and closure of resolved problem tickets
Courtesy calls to clients
Create procedure documents where required
Log and manage UPS notifications
Log and manage High Site access (phoning High Site owners , sending notifications and escalate to the 2nd line as required)
Allocate technicians to new installs
Line of Sites (LOS) and create reports Technical Duties
Add, remove and update of accounts - email, DSL, VOIP, 3G
Check mail firewall system for blocked mails
Basic investigation (check false positives and outages on provided network monitoring systems)
Investigating basic connectivity issues (check latency / packet loss and find origin on PRTG,get wireless team to investigate Microwave and escalate to the 2nd line if no microwave issues)
Resetting passwords
Monitoring of infrastructure

Requirements:

Matric or equivalent
Cisco certification
A+ N+ Network+ / CCNA
Working knowledge of CRM software
Understanding of RF, fibre, microwave, ADSL, 3G, voice, DNS, POP3 / Exchange
MS Office
Fluent business communication in English and Afrikaans (non-negotiable)
Valid SA driver's license and own reliable vehicle (will be verified)
Ability to work shifts and available on standy-by as required (twice a month)

Clear credit history and no criminal record (will be verified)
* market related remuneration