| Date | 2024-11-24 |
|---|---|
| Job Title | 2Nd Line Support Engineer |
| Employer | Datafin More Information |
| Salary | 0 |
| Category | It Computer |
| Location |
Gauteng / Johannesburg |
Job Summary
Cape Town – Western Cape ~ Johannesburg – Gauteng
- Work delivered is of a high standard that meets the clients requirements and satisfaction.
- Each service delivered to an external and internal customer must be conducted in a professional manner.
- The above items will be measured by customer feedback, sales feedback and peer review.
Requirements:
- Ticket Logging: Ensure all requests are logged as per call logging process with all mandatory fields completed.
- Ticket Response: Ensure all tickets assigned are responded to within set targets.
- Ticket Resolution: Ensure all tickets assigned are resolved within set targets.
- Ensure First Time Resolution on all requests and incidents.
- Escalation of Tickets: Ensure all tickets which require escalation are escalated following the comprehensive process required.
Responsibilities:
- Operational support systems: Ensure all support systems are always accurately updated with customer and technical information.
- Monitoring Systems: Ensure all customer information is correctly displayed on all the monitoring systems.
- Policies and Procedures: Ensure that all policies and procedures are adhered to o Ensure you understand available technologies.
- Stay up to date with development, improvements, etc.
- Create internal awareness around the technology.
- Scheduled overtime work as and when is required.
- Scheduled standby after hours during weekdays and weekends when required.
- Shift work hours between 7h00 and 18h00 and standby as per roster.
- Reporting of events and root causes of incidents when required.
- Hardware pre-configuration.
- Matric and relevant tertiary qualification essential
- 4 + years relevant experience
- Working standby (approx. 1 week per month)
- Competent troubleshooting & problem solving
- Escalation point for 1st Line support
- Intermediate mentorship skills
- Network configuration working understanding
- Linux (Centos / Ubuntu) exposure
- VoIP applications (e.g. Asterisk, FreePBX, Elastix, Vicidial, Queuemetrics)
2Nd Line Support Engineer position available in Gauteng, Johannesburg. This job position was posted by Datafin. The job has been posted as a premium ad on 2024-11-24 at 16:06:09 in the It Computer category
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