Technical Support Specialist

4 weeks ago

Sandton, South Africa Dimension Data Full time
Job Summary

The Technical Support Specialist will provide technical support to NTT clients, remotely supporting clients within service level agreements (SLAs), to install and configure software and hardware, resolve incidents, perform root cause analysis and adhere to any related processes such as change management.

Responsible for setup and installation of technical systems, applications, or process designs for client's purchased or outsourced technology and business process solutions. Works directly with client to manage initial access, map and transfer data, create process documentation, and train or coordinate training for client users.

Key Responsibilities:

  • Interact with clients on site to meet complex requirements of a solution.
  • Escalate unresolved problems and issues to the relevant third parties.
  • Respond to escalated client requests and support client applications to a first line resolution.
  • Escalate complex problems to the relevant third parties.
  • Write reports and proposals and complete and maintain project documentation.
  • Assist with the documentation of standard operating procedures relating to installations and fixes.
  • Act as coach and mentor to more junior Implementation Engineers and Technicians.
  • Assume responsibility for the coordination of the activities of the Engineers, in line with performance targets.

Requirements:

  • Have a solid, in-depth understanding of Networking (including Routing and Switching) principles on Cisco environments.
  • Have a good understanding of VoIP Protocols on Broadsoft, SBC and Porta platforms.
  • Demonstrate project management and administration ability.
  • Good project skills which are demonstrated in the execution of installations and other assignments.
  • Demonstrate customer engagement skills.
  • Demonstrate relevant domain specialist knowledge.
  • Good verbal communication skills.
  • Client focused and display a proactive approach to solving problems.
  • Ability to work under pressure.
  • Ability to coach, mentor and provide guidance to team members.

Academic Qualifications and Certifications:

  • Computer Science / Information Technology Degree or equivalent together with specialised training in new technologies and legacy systems or equivalent.
  • Project management certification.

Required Experience:

  • Experience with Networking (including Routing and Switching) principles on Cisco environments.
  • Experience in VoIP Protocols on Broadsoft, SBC and Porta platforms.
  • Solid work experience in a technical implementation engineering or similar role.
  • Experience engaging with clients and conducting presentations.
  • Good project administration and documentation experience.
  • Report writing experience.
  • Basic project management.

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