Engineer – Level 2 FTTH Support

3 weeks ago


Johannesburg, Gauteng, South Africa Vox Telecommunications Full time

Job Objectives

  • To adhere to all Vox policys, processes and procedures created by Exco to be followed correctly to ensure the ultimate customer service experience.
  • To identify, prioritize and resolve incidents or requests of service requests received from customers in need of resolution to their problems.
  • To monitor, track and coordinate all Cloud Support functions including tickets, calls, complaints and mail queries from customers and/or Level 1 Support engineers.
  • To contribute to problem resolution by giving in-person, hands-on, support to the Managers to enable the 1st call resolution for customers.
  • To support the other team engineers of the Cloud Support Desk in order to have them give the best possible resolutions to the customer problems to have 1st call resolution.
  • To ensure incidents and service requests are managed effectively to the companys policies and procedures to agree upon Technical standard, timeline and first call resolution
  • To ensure the level of incidents are being continually driven down while increasing a positive customer experience according to the customer survey process by following the correct procedures and getting resolution to the customers problems the first time around.

Job Skills

  • Written and Verbal Communication Skills
  • Problem Solving Skills
  • Mimecast
  • Fortimail
  • VMware
  • Microsoft: Office 365
  • Email troubleshooting
  • IoT
  • Oracle

Minimum Requirements

  • Grade 12
  • Cloud support experience essential
  • Knowledge of Cloud related products and services

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