Voice Service Technician

The number one goal of everyone in our team is to make our clients exceptionally happy.

The **Voice Service Technician **helps make this happen.

The **Voice Service Technician **is the frontline of the **Service Team**. They are expected to handle all client facing service and new project implementations. They must have a great client communication ability and ensure timeous project implementations.

The **Voice Service Technician **works closely with the **Service Delivery Coordinator** as well as all other **Technical Leadership** to help the team deliver the best results possible and helps them develop and grow along the way.

The **Voice Service Technician **will be expected to nurture and develop the helpdesk staff to be able to ensure clients are assisted remotely to best of their ability.

**RESPONSIBILITIES & TASKS**

**development/USE of our psa And documentation platform**
- Use our PSA/Ticketing System to manage and monitor all Client-facing activity and becoming a PSA specialist
- Keep to Schedules and Assigned Workload. Working efficiently when required working hand in hand with the **Service delivery coordinator**:

- Use IT Glue our documentation platform and becoming a platform specialist
- Continually look for ways to better do what we do with our Ticketing System and processes
- Make sure that we are meeting any SLAs we have with Clients
- Make sure nothing slips through any cracks and if it does, stop it from happening again
- Keep to KPI’s set by the **Service Delivery Coordinator**

**communication, Reporting & risk**
- Create on site reports and be Accountable to Regular Reporting to the **Service Delivery Coordinator**:

- Manage client expectations to ensure that the Team can deliver on what is promised
- Improve customer service, perception, and satisfaction
- Report the utilization of Support resources to the Leadership Team
- Keep up with technology and continually looking to improve clients experiences on site.

**TEAMWORK**
- Work closely with other technicians and all other teams to keep service projects well co-ordinated.
- Support the Team and Clients with any unusual/high-level or reoccurring issues that arise
- Escalating any unusual/high-level and reoccurring issues that arise to the **Senior Service Technicians** or **Leadership Team**

**numbers and metrics**
- Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics
- Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency & Team Happiness as well as intangible metrics that align with things such as our **Company Core Values**

**skills and attributes**

**desired**
- Great Communications skills, founded in being a good listener
- IT Literate - Advanced User level
- Good networking skills - VLAN’s, switching, routers and WIFI
- Good cabling and infrastructure knowledge
- Voice (VoIP) knowledge - Yeastar, Yealink, 3CX or Teams Voice
- Leadership Experience of a Service Team
- A deep desire to deliver an amazing Client Experience
- Driver’s license
- The ability to speak both Geek **and** Human
- The ability to keep up with & adapt to the fast-paced technology world
- Attention to detail is paramount
- ITIL beneficial
- Microsoft O365 and Teams experience
- Great Documentation and Process Setup

**nice to have**
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Experience and knowledge of working with the Microsoft 365 Platform
- Experience and knowledge of voice and PBXs (specifically Yeastar and Cloud PBXs)
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working either on a Helpdesk or for a Voice Provider, Managed Service Provider (MSP) or IT Support Business.
- CCNA

Pay: R14,000.00 - R18,000.00 per month