IT Helpdesk & Field Support Agent (Tier 2) – CT

Educational Requirements:
Matric
Relevant IT Degree or Diploma

Experience Requirements:
Must have at least 4 years’ experience
Must be well spoken
Must have good communication skills (written & verbal)
Must be able to communicate effectively telephonically
Must be attentive to detail
Must be analytical & able to solve problems
Must be proficient in Microsoft office
Must have own transport and valid driver license
Working knowledge of: Linux – IPtables, Postfix / sendmail, spamassasin, MYSQL, DNS Bind, Radius, Asterisk & VOIP protocols, Perl, Bash scripting, PHP (Interface with MYSQL & SOAP)
Windows: Server 2008 / 2003, MS SQL server, MS Exchange 2010 / 2007 / 2003, ISA /IAS Server
Networking / security: TCP /IP, routing / switching, traffic analysis, packet filtering
Hardware & software
Must have own transport

Responsibilities:
Assisting clients telephonically
Troubleshooting technical queries telephonically
Attending to technical queries via email
Ensuring timeous resolutions regarding queries within SLA service levels
Ensuring systems are proactively managed
Proactively upsell products to customers
Relieve 1st level support when necessary
Following up with the customer
Logging calls systematically
Assign to 3rd level support if necessary
Updating knowledge base if necessary
Assigning priority of calls
Responsible for the follow up & closure of calls
Monitor change requests for warnings & breaches
Ensuring satisfactory turnaround times regarding queries
Assisting colleagues with troubleshooting queries
Travelling to clients and resolving technical issues
Assisting clients with server & networking support issues
Handling of complaints
General admin

Additional:
Salary R18 000CTC
Probation period of 6 month applies
Must have own transport and be willing to travel to clients

Location: Cape Town – City
REGRET: ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED