2nd Line Support Engineer (CPT/JHB)

2nd Line Support Engineer (CPT/JHB) IT - Support

Cape Town - Western Cape ~ Johannesburg - Gauteng

ENVIRONMENT:

SERVE as the primary point of contact for customers for all supported infrastructure & specific 3rd party-related problems as the next 2nd Line Support Engineer sought by a dynamic Internet Service & Network Specialist. You will take ownership of all incidents from logging to resolution while assisting with internal desktop support queries. You must have Matric/Grade 12, a suitable tertiary qualification, N+ qualification, have 5+ years' practical networking experience including IPv4, MTU, troubleshooting, VLAN, basic Linux, WAN connectivity, VoIP, ADSL, Mikrotik and Cisco. You must also have experience working in an ISP environment and a solid understanding of DNS including on types of records and troubleshooting - Bind, powerDNS, unbound.

DUTIES:

• Log Incidents and Service Requests, ensuring end to end management, resolution and ownership of tickets.
• Handle support requests / be a point of escalation in the call's lifetime.
• Identify and escalate requests requiring urgent attention.
• Ensure that an ongoing contribution toward positive customer satisfaction is achieved.
• Coordination of incidents and requests in order to meet Service Level Agreements.
• Liaise with various 3rd parties to ensure call resolution.
• Adherence to call lifecycle processes and procedures.
• Assist with internal IT support queries.
• Liaise with the Project Management team, 3rd Line Engineers and Network Engineers on a regular basis.
• Will be part of an after-hours standby rotation cycle.

REQUIREMENTS:

Qualifications -

• Matric / Grade 12.
• Relevant tertiary qualification. N+ qualification.

Experience/Skills -

• 5+ Years' experience practical networking including (IPv4) understanding, MTU, troubleshooting and VLAN understanding.
• Basic Linux command line skills.
• Network troubleshooting (WAN connectivity).
• ADSL troubleshooting.
• Wireless networks.
• Email understanding.
• Good understanding of DNS including on types of records and troubleshooting - Bind, powerDNS, unbound.
• Configure IP phones and troubleshoot call issues (VoIP).
• Mikrotik and Cisco experience.
• Ideal candidate will have experience working in an ISP environment.

ATTRIBUTES:

• Ability to work under pressure and multitask while prioritising workload and issues.
• Performance-driven and attention to detail.
• Excellent communication skills.

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