2nd Line Support Engineer

• Work delivered is of a high standard that meets the client’s 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.

• 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.

• 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) 

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.