The Senior Support Technician’s role is to provide a single point of contact for end users, partners and resellers to receive support and maintenance within the organization’s IT environment. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment. The person will also troubleshoot problem areas (in person, by telephone or via remote access) in a timely and accurate fashion and provide end-user assistance where required. This person will function as a point of escalation for the Technical Department by helping team members to troubleshoot and resolve difficult or advanced technical support issues.
JOB DUTIES
Customer Service
- Act as primary interface to all clients to resolve problems reported
- Attend, respond and resolve tickets on ticketing system in a timely manner
- Provide troubleshooting and technical support via remote or on-site support
- Keep clients informed on progress with problem resolution
- Escalate and report on the status of all problems as and when required by management
- Provide solution advice to end user technicians when needed
Setup, configure, support and maintain
- 3CX systems prior and after installations
- PBX phones prior and after installations
- VoIP gateways (FXO, FXS, ISDN)
- Mobile application for 3CX system
- DSL, diginet, fibre and wireless devices
- Routers, switches and firewalls
- ViBE units
- Various VoIP, network and system platforms
Other technical duties
- Provide remote and on-site configuration and implementation assistance
- Advanced routing & natting configurations
- QoS implementations
- Failover implementations
- Setup domains for websites, email, POP3 and exchange
- Setup, configure, support and maintain users on Active Directory and setting up permissions
- Install and configure desktop computers and software
- Assist with VoIP platform issues
- Setting up VPN’s between sites or on core routers
- Change and manage the DNS records on the servers
- Point websites on ISS server to other websites and make general changes
- Manage, configure and monitor client or ICTGlobe monitoring systems
- Log line and system faults with vendors and service providers.
- Setup wireless AP’s for clients
- Assist with internal troubleshooting and problem resolution as and when required at the office
- Do preventative maintenance on client equipment including, but not limited to Network equipment, VoIP Systems, LAN equipment and servers.
- Log onto client systems to check the current configuration thereof to make sure everything is up to standard.
- Any other miscellaneous IT related tasks as required by client or management
- Assisting first line technicians with technical issues they are struggling with
- Monitoring and basic maintenance of core equipment
- Support on various hosted or onsite systems
- Ensuring a standard is met for all support and configurations
- Provide backup to other senior SE’s on their incidents to clients in the event that they are not at the office
- Assist in developing, monitoring and implementing department policies and procedures
- Training and mentoring of junior team members
GENERAL KNOWLEDGE, SKILLS AND ABILITIES
- 3+ years’ experience in similar role
- Provide good quality of work
- Very strong analytical, problem solving and decision-making skills
- Effective task execution
- Be customer service focused
- Be able to work in a fast-paced environment
- Be able to work under stressful conditions
- Be able to communicate effectively and clearly
- Demonstrate professional attributes
- Excellent attention to detail skills
- Ability to prioritize work schedules and manage multiple projects simultaneously
- Demonstrate ability to be assertive and self-motivated
- Influencing skills
- Lead with confidence
- Be able to work overtime and standby as required
- Be able to focus on the requirements as set by management
TECHNICAL KNOWLEDGE, SKILLS AND ABILITIES
- CCNA / MTCNA / MCSE certification
- Very good understanding of NAT, routing, TCP/IP, VPN, firewalls and VLAN’s is required.
- Experience in VoIP systems and SIP signaling.
- Advanced MikroTik knowledge
- Advanced 3CX knowledge
- Knowledge in structured cabling
- Proper technical knowledge in analogue, digital and VoIP services, IP networking and data service provision
No late applications will be considered
Should you not hear from us within one week of the closing date for this position, please accept that your application was unsuccessful.
Kind Regards,
ICTGlobe Recruitment Team