Level 2 Service Desk Agent
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
A South African information and communications technology (ICT) provider thatoffers voice data and cloud solutions to businesses is seekinga Level 2 Service Desk Agent to provide advanced remote technical support for their clients VOIP and Connectivity solutions. This role involves handling incoming customer faults and requests via phone and email applying in-depth troubleshooting and managing complex escalations.
Responsibilities:
Advanced Support: Provide 2nd level technical support by applying advanced troubleshooting techniques to diagnose and resolve complex issues related to VOIP and network connectivity.
Ticket Management: Receive log and update all service desk tickets accurately via the ticketing system adhering to standard operating procedures.
Escalation Management: Handle complex escalations from Level 1 agents and further escalate unresolved issues efficiently to higher-level internal expertise.
Coordination: Arrange on-site technical assistance by generating requests to the Centracom Technicians Department when remote resolution is not possible.
Communication: Ensure frequent timely feedback is provided to customers and maintain a customer-centric focus.
Ad-Hoc: Action requests delegated by the Service Desk Manager.
Minimum Requirements:
Technical Certifications: N or A certification required. VOIP and/or Networking certifications are beneficial.
Experience: Minimum 2 years experience in a technical role preferably in a Telecoms/IT Help Desk or Service Desk environment.
Domain Expertise: Proven experience with VOIP Hosted PBX and Networking. Specific experience with Mikrotik (Router OS) is highly advantageous.
Benefits:
- Competitive salary based on experience (salary can potentially be more based on experience/skills)
IFyou meet the above requirements and want to make a career-changing move apply today by emailing your CV to emailprotected
Required Experience:
IC
Key Skills
- Cluster
- IT
- B2C
- Key Account
- AutoCAD Drafting
About Company
Hire Resolve connects Job seekers to Employers. The company is a Specialist Recruitment & Staffing company with a national presence with a customer base of listed companies on the JSE and global multinationals. The company prides itself on its technical & industry knowledge. The cons ... View more
