Technical Support Specialist
3 weeks ago
We are looking for a technical service support engineer to administer, troubleshoot, and maintain Voice and Data Networks, including routers, gateways, and PBX phones.
This person will be responsible for configuring network and voice solutions for clients as per their requirements.
Duties and Responsibilities
Customer Service
- Act as primary interface to all users to resolve problems reported.
- Respond to tickets on the CRM system in a timely manner.
- Provide troubleshooting and technical support via phone, email, and face-to-face to end users.
- Keep end users informed on progress with problem resolution.
- Escalate and report on the status of all problems as and when required by management.
Other Technical Duties
- Setup VPNs and port forwards on routers.
- Make changes to routers as per client's requirements.
- Do preventative maintenance on routers – updates & scheduling reboots.
- Log onto routers to check the current configuration thereof to make sure everything is up to standard.
- Setup domains for websites, email, POP3, and exchange.
- Create users on Active Directory and setting up permissions.
- Install and configure desktop computers and software.
- Assist in voice-related Porta issues
- Setting up VPNs between sites.
- Setup QoS on routers
- Setup wireless APs for clients
- Manage and configure PRTG
- Point websites on ISS server to other websites and make general changes.
- Change and manage the DNS records on the servers.
- Do domain transfers.
- Assist with internal troubleshooting and problem resolution as and when required at the office
- Support and maintenance of MS Windows and MS Exchange environments
- Testing, installation, and maintenance of network-related problems
- Provide 3CX support to users and assisting them with problems
- Monitor the infrastructure and act on any failures
Desired Experience and Qualification
We are looking for a candidate with experience in data networking, including the implementation of VPN connections, firewall configuration, and network routing.
A good understanding of voice networking and VOIP environments is also required.
The ideal candidate should be able to work in a team, be customer service-focused, and have good time management skills.
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