Engineer â Level 2 FTTH Support
1 week ago
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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