2nd line IT Support
2nd line IT Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Join a giant in the Telco industry where businesses describe their customer service and support as exceptional market-leading and offering the personal touch as well as their cloud-first solutions.
Duties & Responsibilities
Responsibilities:
- Advanced Troubleshooting: Handle Service Requests and changes at a higher complexity level compared to 2nd Line Support Engineers. Take over incidents escalated from the 2nd Line team that they cannot resolve.
- Vendor and External Support: Engage with external support from vendors or third-party suppliers when necessary to resolve incidents. If no resolution is achieved escalate incidents to Netops (Network Operations team).
- Customer Support: Provide 3rd line support to customers via telephone email and ticketing systems. This involves addressing more complex issues that require deeper technical expertise.
- Certification and Knowledge Management: Maintain higher levels of vendor and technology certifications. Produce knowledge articles and distribute information within the team to enhance collective expertise.
- Service Excellence: Uphold clients reputation for professionalism and service excellence. Ensure that interactions with customers reflect the companys commitment to providing white-glove service.
- IT Infrastructure Operations: Play a critical role in ensuring the smooth operation of clientss IT infrastructure. This includes supporting various services such as Connectivity (Fibre/Wireless) SD-WAN MPLS Voice (Cloud PBX and SIP) Hosting Security APN etc.
- After Hours Support and Security: Be available for after-hours support as required. Maintain security and compliance standards in all operations.
- Continuous Improvement: Actively participate in initiatives aimed at continuous improvement of service delivery and operational efficiency.
Please send your updated cv and skills matrix to the IT Recruitment specialist
Package & Remuneration
Employment Type
Full-Time
