Job Description
About the Role
As a senior centre of excellence within the Contact Centre Support Desk, you will act as a technical leader, driving the timely resolution of complex service and support-related escalations and problem management. This critical role requires proactive coordination, communication, and facilitation of superior customer service through timely, relevant, and accurate technical support.
Key Responsibilities
- Investigate, diagnose, troubleshoot, and resolve 3rd Line Support incidents, customer fault reports, and infrastructure issues across hardware, software, networks, servers, and telecoms applications.
- Manage incidents and problems, including monitoring affected configuration items, logging trouble tickets, and escalating faults/problems to Professional Services, Core level support, or vendors as appropriate.
- Deliver proactive and superior customer support via email and telephone, focusing on resolving ongoing service escalations to improve client retention and confidence in their Service and Support.
- Participate as a support resource in complex enterprise deployments to ensure seamless onboarding from the deployment team to support desks.
- Proactively monitor system performance, perform daily health checks on internal and customer systems, and react to system alerts to address problems.
- Assist with performance tuning, maintain operational excellence, and support basic workflows for process automation and software service configuration.
- Prepare and maintain clear documentation for future reference, including problem resolutions and service desk process documentation.
- Perform all necessary administrative tasks, such as accurately maintaining the updated status of customer faults on the ticketing system and generating system-based reports.
Requirements
- Technical Qualification or equivalent experience (E) 3 Years of 3rd Line Support (E)
- 5 Years of Customer Service Experience (E)
- Network configuration working knowledge (E)
- Linux (Centos / Ubuntu) working knowledge (E)
- 3 years Contact Centre in production support experience essential, e.g., technologies particularly Omni Channel solutions (E)
- Experience with VoIP applications (Asterisk, FreePBX, Elastix, Vicidial, Queuemetrics etc.) (E)
- 3 years’ experience with VoIP and IP Telephony technologies: SIP, DNS, RTP, IP-PBX, IP devices (E)
- Working knowledge with WAN / LAN / system monitoring tools (e.g. Zabbix and Grafana and VoIP monitor) (E)
- Network diagnostic skills (E)
- Excellent problem solving and debugging skills with TCP/IP UDP tools (E)
- Working knowledge of APIs and integrations (E)
Qualifications
No formal education or certifications mentioned.
Salary & Benefits
Salary information not provided in the original job description.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Cape Town Region
The IT and computing industry in the Cape Town region is generally thriving, with a strong demand for skilled professionals in fields such as software development, data analytics, and cybersecurity. Typically, these roles are found across various sectors, including technology, finance, healthcare, and education. As a result, career opportunities in this field are often diverse and abundant.
In terms of salary ranges, it’s common to find IT and computing professionals earning between R400 000 to R1 200 000 per annum, depending on factors such as experience, company size, and industry sector. However, please note that these figures are broad estimates and may vary significantly based on individual circumstances. For instance, senior roles or those in larger companies tend to command higher salaries, while entry-level positions may be lower.
Common skills required for IT and computing roles include proficiency in programming languages such as Java, Python, or C++, experience with software development methodologies like Agile or Scrum, knowledge of data structures and algorithms, and familiarity with cloud computing platforms. Additionally, many employers also value skills such as data analysis, problem-solving, and communication.
The technology industry is a significant sector that employs IT professionals in Cape Town, followed by the financial services and manufacturing sectors. Other industries that commonly require these roles include education, healthcare, and government.
For those looking to advance their careers in IT and computing, there are various opportunities for professional development. Typically, this involves obtaining relevant certifications, such as CompTIA or Cisco, and staying up-to-date with industry trends through online courses or workshops. Many employers also provide training and mentorship programs to support employee growth. With experience and continuous learning, it’s possible to move into senior roles or specialise in a particular area of expertise.
This information provides general career guidance. Actual salaries and requirements vary by employer.
GO APPLY NOW
Safe & secure application process
Explore More Opportunities
[quick_job_alert]
[jobseeker_tips]
How to Apply
Click “GO APPLY NOW” to visit the company’s application page.
Follow their instructions carefully.
JVR Jobs connects you with employers – we don’t process applications directly.
Latest Job Opportunities
[sa_latest_jobs count=”6″ columns=”2″]
Browse Employers
Job Alerts