2nd Line Service Desk Engineer

5 days ago

Cape Town, South Africa Mindmatch Consulting Full time

 We are looking for a new 2nd Line Service Desk Engineer to join our vibrant team, learn our product portfolio, and work as part of our leading supporting team to ensure our customers are getting the most from our technology.The successful candidate will be the part of the Service Desk team who are the first point of contact for our customers, resolving service desk cases and escalating when necessary and required.There will be hands on experience in online security, networking, wi-fi, servers, firewall configuration, data handling, communications, and cloud services.The Service Desk operates Monday to Friday 0800-1800 (UK Times)Responsibilities:The extent of your duties will include but are not limited to:Working amongst a technical helpdeskRemote network troubleshootingMonitoring and reporting on network estateSupporting a range of technologiesLogging incidents, resolutions and maintain accurate records of the estateUse of and maintenance of industry leading toolsetsSupporting VoIP and WiFi solutionsTrouble shooting and support post initial triageSupporting Connected Field Engineering teamsEquipment ConfigurationEnsuring that Service Levels are metThe successful candidate will have: We are looking for someone with the following skills and attributes.Background in providing IT support.Excellent communication skills (both written & verbal)General IT knowledge and understandingGood problem-solving skills.Capable of working independentlyTeam playerGood Customer service skillsFlexible attitude and strong work ethicUnderstanding of networking and protocols Essential Knowledge:WAN, LAN and FirewallCurrent CCNA certification or equivalentExperience with at least two of the following vendors:CiscoJuniperBrocade / RuckusArubaFortigateCurrent CCNA certification or equivalentDesirable Knowledge:2nd line support experienceSIP experienceSecurity hardware experience (Firewall. IDS etc.) If you are an excellent communicator, have a desire to deliver service excellent and are willing to learn, then this could be the role for you.

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