Job Description
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:
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Advanced Support: Provide 2nd level technical support by applying advanced troubleshooting techniques to diagnose and resolve complex issues related to VOIP and network connectivity.
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Ticket Management: Receive, log, and update all service desk tickets accurately via the ticketing system, adhering to standard operating procedures.
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Escalation Management: Handle complex escalations from Level 1 agents, and further escalate unresolved issues efficiently to higher-level internal expertise.
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Coordination: Arrange on-site technical assistance by generating requests to the Centracom Technicians Department when remote resolution is not possible.
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Communication: Ensure frequent, timely feedback is provided to customers and maintain a customer-centric focus.
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Ad-Hoc: Action requests delegated by the Service Desk Manager.
Minimum Requirements:
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Technical Certifications: N+ or A+ certification required. VOIP and/or Networking certifications are beneficial.
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Experience: Minimum 2 years experience in a technical role, preferably in a Telecoms/IT Help Desk or Service Desk environment.
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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 .za
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Gauteng
The IT and computer industry is one of the most dynamic and growing sectors in Gauteng, with a thriving job market that offers a wide range of opportunities for career advancement.
In terms of salary ranges, IT professionals in Gauteng can expect to earn anywhere from R800 000 per annum for junior positions to over R2 million for senior executives. The average salary for software engineers is around R1.5 million, while data analysts can earn between R900 000 and R1.2 million. With experience and skills, IT professionals in Gauteng can expect significant salary increases, with some roles offering bonuses and benefits that can increase their overall remuneration.
To succeed in the IT industry in Gauteng, candidates need to possess a range of key skills, including programming languages such as Java, Python, and C++, as well as experience with databases, cloud computing, and cybersecurity. Strong problem-solving skills, attention to detail, and excellent communication skills are also essential for success in this field. Additionally, knowledge of ITIL (Information Technology Infrastructure Library) and Agile methodologies can be highly valued by employers.
Several major companies and industries in Gauteng are currently hiring IT professionals, including technology firms such as Microsoft, IBM, and Oracle, as well as banks and financial institutions like Standard Bank and Nedbank. The finance industry is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Career growth opportunities are abundant in the IT industry in Gauteng, with many companies investing heavily in employee training and development programs. With experience and skills, IT professionals can move into senior leadership positions or start their own businesses, while also pursuing further education and certifications. The Johannesburg Stock Exchange (JSE) is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Overall, the IT industry in Gauteng offers a wide range of exciting career opportunities for job seekers with the right skills and experience. With salaries that are competitive with those offered by major companies globally, there has never been a better time to pursue a career in this dynamic and rapidly evolving field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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