TIER 1 SUPPORT ENGINEER

SUMMARY:
Telecommunication Leader in Somerset West is recruiting

POSITION INFO:

TIER 1 Support Engineer

Somerset West

 

 

Leading telecommunication company is recruiting

Responsibilities:

• 1^st  level response fault/ticket and management for companies external and internal customers
• Log tickets and resolve 1st level issues and escalate issues to T2 Support Engineers.
• Rapid response to inbound faults/tickets
• Clear and consistent internal and external communications
• Responsible for basic customer issues
• Tier 1 support is the face of the company.
• Helpful and professional (understanding the need for the client
• Monitoring of the network (The Dude/UNMS)
• Monitoring of Helpdesk tickets (DataTill)
• Monitoring, respond and notify on alerts (DataTill/ Dude/Zabbix)
• Taking initial telephone or email inquiries and processing it.
• Adhere to customer SLA MTTR (respond)
• Gather the customer''s information and to determine the customer''s issue by analysing the symptoms and figuring out the underlying problem.
• Respond in a timely fashion to Trouble-Tickets submitted to the Call Centre queue for support and ensure all trouble tickets are closed to quality standards
• Manage high volume of phone calls and provide response to all maintaining high quality of services and performance standards
• Follow internal and external escalation procedures
• Follow SLA clients (MTTR) mean time to respond
• Update customers daily or several times once updated on fault or resolved tickets logged
• Close tickets (Timeframe)
• Allocate unallocated tickets
• Update customer portal frequently with new information
• Customer Satisfaction Score (CSAT)
• Resolving Basic Email issues
• When analysing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem."

Qualifications

-          Matric

-          CompTIA A+, N+ and/or any other similar I.T. qualification

 

Experience

-          1 - 3years experience in the Internet service Provider Industry.

-          1-3 year’s experience in Desktop support.

-          Knowledge of the Internet service provider industry

-          Knowledge of customer services

-          Good understanding of TCP IP model

-          Exceptional customer service skills.

-          Ability to multitask

-          Ability to work in a fast-paced environment

 

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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