Support Specialist

Support Specialist - Western Cape, Cape Town (Permanent)
Want to take your career to the next level in an Information and Communications Organisation? Our conglomerate client is on the prowl for their next successor in Support Specialisation. The client requires candidates with a technical background to provide online and telephonic service and support to external customers and to assist internal business partners. The successful candidate must be focused and equipped to provide an outstanding customer service experience.
Key Responsibilities:

• Provide guidance, mentoring and feedback to Level 1/2 support representatives in a positive and constructive manner.
• Provide advanced troubleshooting to resolve any escalated requests.
• Maintain a high degree of first-time resolution for support queries.
• Manage and meet defined SLAs for each request.
• Provide frequent updates on all outstanding incidents/service requests.
• Stay up to date on new solutions and schedule training sessions with the support team to upskill them on the new solutions.
• Communicate new or updated internal procedures to the team.
• Analyze and respond appropriately to customer requests, complaints, queries, requirements.
• Identify, document, and alert the supervisor of any trends in customer calls, complaints, or requests.

• Assist with all queries that arise from other departments within the organisation.

• Provide administrative support by gathering information for statistical reports.
• Assist Supervisors with ad hoc tasks and projects.

Essential Competencies:

• N+, CCNA, CCNP a minimum.
• Advanced Linux Networking experience required.
• Minimum 3 years in an Internet Service provider call centre environment.
• A strong understanding of Wireless technologies.
• A strong understanding of network implementations, operations, security, and troubleshooting.
• Good understanding of network infrastructure and architecture
• Must be flexible and able to work shifts.

Location & Type e.g. Remote/ Hybrid:

• Western Cape, Cape Town (Hybrid)

Minimum Requirements:

• Bachelor's degree/Diploma in Computer Science or equivalent required.
• PPPoE, FNOs
• TCP/IP, UDP, HTTP, DNS, SMTP, FTP
• OSPF, BGP, VLANs
• Subnetting
• Linux - Advanced: OpenVPN, Freeradius, OpenDNS, Advanced IP Tables, FRR, Namespaces

Do you have what it takes? Contact Kivara Rajgopal on Kivara.rajgopal@adcorpggroup.com or 010 800 0561