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Ccna Service Desk Agent

2 weeks ago

Johannesburg, South Africa Nexio Full time

**ROLE PURPOSE**

While providing the highest customer service, the service desk agent answers incoming calls, tracks

all information on the Remedy system along with their expertise to resolve the customers request

in a timely fashion.

**ROLE REQUIREMENT**

Proactive monitoring of Clients LAN

Investigating Alerts and Incidents logged by the system

Troubleshooting and supporting clients LAN environment

Taking responsibility of the incident until resolved.

Ruckus equipment configurations, testing and support

Remote support on Ruckus and Lan equipment.

Logging support case and RMA with the vendor(Ruckus)

Use the required dashboards or views to track and escalate issues seamlessly.

Compile daily health checks within the environment to highlight any challenges or forthcoming attractions.

**FIRST CALL RESOLUTION**

Provide first line support on all customer facing challenges and try and resolve on first call.

**SERVICE LEVEL MANAGEMENT**

Escalation and management of calls to agreed SLA’s. Avoid requests from breaching target to meet client’s satisfaction.

Manage all Pending UNA requests

Additional Information:

- The ability to work in a team and to be proactive around self-learning
- The ability to work under pressure and to tight deadlines
- Willingness to assist with additional tasks given to the team
- Interpersonal skills
- Good judgment skills - Good communication skills
- Behavioural traits such as attitude, motivation and time management
- Required to work shifts (24 x 7 x 365)
- Be prepared to perform standby duties and work irregular hours if required

**COMPETENCIES (KNOWLEDGE, SKILLS AND ATTRIBUTES)**
- Resolve as much calls on first call resolution
- Perform daily health checks in the environment to assure all systems are fully functional.
- Identify and learn appropriate software used and supported by the organisation.
- Escalate queries beyond the scope to L2 or L3 support
- Regularly update and attend to all customer UNA queries and follow UNA process.
- CCNA Intermediate networking skills
- Basic routing & switch configurations(STP, VLANs, IP routing, Security, DHCP etc.)
- L1 - L2 networking troubleshooting
- Understanding of OSI Model
- Basic Understanding of VOIP

**QUALIFICATIONS AND EXPERIENCE REQUIRED**
- Matric/Grade12
- At least 1-year previous call center experience (advantageous)
- Excellent language command: English/Afrikaans
- Good understanding of basic IT operations (essential)
- Experience in Remedy Service Desk (advantageous)
- A+,N+ and CCNA certified
- Excellent attendance and punctuality are required

**LEADERSHIP COMPETENCY REQUIREMENTS
- Listening Skills
- The Ability to set and execute the vision of the company
- People Skills
- Strategic Thinking
- Exceptional team management skills.
- Exceptional team management skills.
- Excellent verbal and written communication.