2nd Line Support

The 2nd Line Support Technician s role is to provide a single point of contact for end userspartners 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.

• 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
  

• 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
  

• 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 drivers license and own transport
  
• * 5 Years previous experience
  

• 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.
  

• 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
  

• R25k Negotiable based on experience
  
• Medical Insurance
  
• Pension
  
• Personal development and training program