2nd Line Support Technician - Stellenbosch

2nd Line Support Technician

The 2nd Line Support Technician's role is to provide a single point of contact for end users, partners, and resellers to receive support and maintenance within the organization's IT environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment.

The person will also troubleshoot problem areas (in person, by telephone or via remote access) in a timely and accurate fashion and provide end-user assistance where required. This person will function as a point of escalation for the Technical Department by helping team members to troubleshoot and resolve difficult or advanced technical support issues.

Customer Service

Act as a primary interface to all clients to resolve technical problems reported

Attend, respond, and resolve tickets on the ticketing system in a timely manner (within SLA)

Provide troubleshooting and technical support via remote or on-site support

Keep clients informed on progress with problem resolution

Escalate and report on the status of all problems as and when required by management

Provide solution advice to end-user technicians when needed

Other Technical Duties

VoIP systems prior and after installations

VoIP phones prior and after installations

Mobile and desktop applications for PBX systems

DSL, Diginet, Fibre, and wireless devices

Routers, switches, and firewalls

Various VoIP, network, server, domain, monitoring and system platforms

Mail servers and applications

Provide remote and on-site configuration and implementation assistance for VoIP, Network, hosting and systems platforms

Advanced network configurations such as, but not limited to, quality of service, failovers, routing, NAT, tunneling (VPN, EoIP, etc.)

Setup, troubleshoot, and maintain domains for websites, email, applications, and system platforms

Setup, configure, support, and maintain users on Active Directory and set up permissions

Install and configure desktop computers and software

Assist with VoIP platform issues

Change and manage the DNS records on the servers

Point websites on IIS server to other websites and make general changes

Manage, configure, and monitor client monitoring systems

Log line and system faults with vendors and service providers

Configure, troubleshoot, and maintain wireless APs for clients

Assist with internal problem resolutions as and when required

Do preventative maintenance on client equipment including, but not limited to Network equipment, VoIP Systems, LAN equipment, and servers

Any other miscellaneous IT-related tasks as required by the client or management

Guiding other technicians on technical issues they might be struggling with in a training capacity

Monitoring and basic maintenance of core equipment

Support on various hosted or onsite systems

Ensuring standards are met within SLA for all support and configurations

Act as backup to other senior technicians on their incidents or projects to clients if they are not available

Assist in developing, monitoring, and implementing department policies and procedures

Training and mentoring of junior team members

Ensuring that the client solutions are updated on our administrative platforms

Requirements

Provide good quality work

Very strong analytical, problem solving and decision-making skills

Effective task execution

Be customer service focused

Be able to work in a fast-paced environment

Be able to work under stressful conditions

Be able to communicate effectively and clearly

Demonstrate professional attributes

Excellent attention to detail skills

Ability to prioritize work schedules and manage multiple projects simultaneously

Demonstrate ability to be assertive and self-motivated

Influencing skills

Lead with confidence

Be able to work overtime and standby as required

Be able to focus on the requirements as set by management

Punctual

Administration skills

Valid driver's license and own transport

* 5 Years previous experience

Required Technical Knowledge, Skills and Abilities

CCNA / MTCNA / MCSE certification

Experience in wireless and fiber solutions, Ubiquiti, Mikrotik configuration, troubleshooting, and maintenance

Experience in VoIP (PBX, SIP, phones, applications, etc.)

Advanced 3CX knowledge

Ability to trace. install, and test cabling

Experience of servers, Linux and Windows, configurations and troubleshooting.

Other

Complies with the company's vision, policies and procedures

Performs other tasks as assigned by management

Applying the principle of privacy and confidentiality to all work practices

Benefits

R25k per month Negotiable based on experience

Medical Insurance

Pension

Personal development and training program