Job Summary
A South African information and communications technology (ICT) provider that offers voice, data, and cloud solutions to businesses, is seeking a Level 2 Service Desk Agent to provide advanced remote technical support for their clients' VOIP and Connectivity solutions. This role involves handling incoming customer faults and requests via phone and email, applying in-depth troubleshooting, and managing complex escalations.
Responsibilities:
Advanced Support: Provide 2nd level technical support by applying advanced troubleshooting techniques to diagnose and resolve complex issues related to VOIP and network connectivity.
Ticket Management: Receive, log, and update all service desk tickets accurately via the ticketing system, adhering to standard operating procedures.
Escalation Management: Handle complex escalations from Level 1 agents, and further escalate unresolved issues efficiently to higher-level internal expertise.
Coordination: Arrange on-site technical assistance by generating requests to the Centracom Technicians Department when remote resolution is not possible.
Communication: Ensure frequent, timely feedback is provided to customers and maintain a customer-centric focus.
Ad-Hoc: Action requests delegated by the Service Desk Manager.
Minimum Requirements:
Technical Certifications: N+ or A+ certification required. VOIP and/or Networking certifications are beneficial.
Experience: Minimum 2 years’ experience in a technical role, preferably in a Telecoms/IT Help Desk or Service Desk environment.
Domain Expertise: Proven experience with VOIP, Hosted PBX, and Networking. Specific experience with Mikrotik (Router OS) is highly advantageous.
Benefits:
- Competitive salary based on experience (salary can potentially be more based on experience/skills)
IF you meet the above requirements and want to make a career-changing move, apply today by emailing your CV to itcareers@hireresolve.za.com
About
Specialists in Civil, Structural, Mechanical Engineering, Information Technology, Mining, Manufacturing and Finance Careers! Hire Resolve is one of the larger and more agile South African recruitment companies that focus on placing professionals and skilled people in permanent employment and contract employment. We prefer and focus on working with top quality professionals and candidates in South Africa and Africa. Hire Resolve has successfully placed Engineering, Mining, IT, Manufacturing and Finance professionals with top firms across the Western Cape, Eastern Cape, KwaZulu Natal, Gauteng and in Africa. Hire Resolve has assisted candidates to find jobs at over 100 JSE listed companies of which many are global companies with offices and operations in South Africa and Africa. It is for this reason that we are well respected in the industries we operate in and in the recruitment industry.
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