2nd Line Support Agent

4 weeks ago

Durban, South Africa Tech5 Full time

**We're Hiring**
**2nd Line Support Agent.**

Check our website for the complete breakdown:
**Full Job Description**
Applicants are invited to submit their CV for the 2nd Line support agent position based in Kloof KZN.

**Purpose of the role**:

- 2nd Line support agents provide support to first and second line queries, as well as advanced networking support. This includes escalations from 1st line support agents and advanced troubleshooting.
- 2nd Line support agents may also be required to support the shift teams.

Troubleshooting, problem-solving and monitoring:

- Make use of troubleshooting tools such as tracert, ping, bandwidth test.
- Monitoring of the Network using The Dude.
- Identify trends with incoming calls, issues, and support requests, and escalate them to the relevant departments.
- Assist customers with VoIP related issues, training will be provided if needed.
- Identify network issues by gathering information and troubleshooting, and escalating through the ticketing system.
- Assist Field Technicians remotely with troubleshooting, configuration & service credentials.
- Support and assist with the development, training, and upskilling of 1st line support agents.
- Provide support to the support Teams by assisting with ticket backlogs when required.
- Adhere to and contribute to internal technical documentation and knowledgebase.
- Work in a team and collaborate to improve customer support.
- Research and remain up to date with current industry and technologies and share learnings with the team.
- Learn to use company software programmes and tools.
- Excellent communication skills, 2nd language advantageous
- Excellent interpersonal skills
- Excellent phone etiquette
- Ability to work under pressure
- Problem-solving skills
- Wireless and fibre knowledge
- Ability to troubleshoot technical issues
- N+ or equivalent experience
- Will be able to work on standby
- Mikrotik Knowledge advantageous
- VoIP knowledge advantageous

**Education Requirements**:

- Matric.
- N+ & A+ certification, or equivalent knowledge/experience.

**Applications**:
**Please Note**:
Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.

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