Senior Support Engineer

4 weeks ago

Cape Town, South Africa Pronel Personnel Full time

Our client based in Cape Town (CBD) is currently seeking a Senior Support Engineer. The role is shift-based + weekends and involves supporting business infrastructure.

 

Responsibilities: 

  • Provide expert-level technical support and troubleshooting assistance to customers via phone and email
  • Investigate and resolve complex technical issues
  • Log faults with service providers and third parties
  • Document and track customers issues, resolutions and troubleshooting steps in the internal knowledge base or ticketing system
  • Mentor and coach junior support engineers, providing guidance, training and knowledge sharing to enhance team performance
  • Perform post-resolution follow-ups to support requests
  • Reinforce SLAs to manage end-user expectations
  • Proactively identify trends and patterns in customer issues to improve product stability and prevent recurring problems
  • Communicate effectively with customers, providing regular updates and solutions clearly and professionally
  • Work closely with cross-functional teams, including Senior Support Engineers, Principal Engineers, Network Engineers and Administration to address end-user issues

Role Requirements:

  • Minimum required certifications: CCNA/MTCRE/JNCIA
  • Minimum required experience: 2-5 years of working experience with a WISP/FISP or in a NOC
  • Experience or qualification in Small Cell, DAS and Cellular technology
  • Ability to work quickly, calmy a decisively under pressure, and must be process-oriented in approach to work
  • Ability to work independently in a process-oriented environment
  • Willing to spend time developing and learning new skills outside of the formal work environment

 

Please apply directly here.

Please note: due to the high volume of responses, only shortlisted candidates will be contacted.

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