Senior Support Technician
4 weeks ago
Customer Service
• Act as a primary interface to all clients to resolve technical problems reported
• Attend, respond, and resolve tickets on the ticketing system in a timely manner (within SLA)
• Provide troubleshooting and technical support via remote or on-site support
• Keep clients informed on progress with problem resolution
• Escalate and report on the status of all problems as and when required by management
• Provide solution advice to end-user technicians when needed
Setup, configure, support and maintain
• VoIP systems prior and after installations
• VoIP phones prior and after installations
• Mobile and desktop applications for PBX systems
• DSL, Diginet, Fibre, and wireless devices
• Routers, switches and firewalls
• Various VoIP, network, server, domain, monitoring and system platforms
• Mail servers and applications
Other technical duties
• Provide remote and on-site configuration and implementation assistance for VoIP, Network, hosting and systems platforms
• Advanced network configurations such as, but not limited to, quality of service, failovers, routing, NAT, tunneling (VPN, EoIP, etc.)
• Setup, troubleshoot, and maintain domains for websites, email, applications, and system platforms
• Setup, configure, support, and maintain users on Active Directory and set up permissions
• Install and configure desktop computers and software
• Assist with VoIP platform issues
• Change and manage the DNS records on the servers
• Point websites on IIS server to other websites and make general changes
• Manage, configure, and monitor client or ICTGlobe monitoring systems
• Log line and system faults with vendors and service providers.
• Configure, troubleshoot, and maintain wireless APs for clients
• Assist with internal problem resolutions as en when required
• Do preventative maintenance on client equipment including, but not limited to Network equipment, VoIP Systems, LAN equipment, and servers.
• Any other miscellaneous IT-related tasks as required by the client or management
• Guiding other technicians on technical issues they might be struggling with in a training capacity
• Monitoring and basic maintenance of core equipment
• Support on various hosted or onsite systems
• Ensuring ICTGlobe standards are met within SLA for all support and configurations
• Act as backup to other senior technicians on their incidents or projects to clients if they are not available
• Assist in developing, monitoring, and implementing department policies and procedures
• Training and mentoring of junior team members
• Ensuring that the client solutions are updated on our administrative platforms
Requirements
General Knowledge, Skills and Abilities
• 3+ years’ experience in a similar role
• Provide good quality work
• Very strong analytical, problem solving and decision-making skills
• Effective task execution
• Be customer service focused
• Be able to work in a fast-paced environment
• Be able to work under stressful conditions
• Be able to communicate effectively and clearly
• Demonstrate professional attributes
• Excellent attention to detail skills
• Ability to prioritize work schedules and manage multiple projects simultaneously
• Demonstrate ability to be assertive and self-motivated
• Influencing skills
• Lead with confidence
• Be able to work overtime and standby as required
• Be able to focus on the requirements as set by management
• Punctual
• Administration skills
• Valid driver's license and own transport
Required Technical Knowledge. Skills and Abilities
• CCNA / MTCNA / MCSE certification
• Experience in wireless and fiber solutions, Ubiquiti, Mikrotik configuration, troubleshooting, and maintenance
• Experience in VoIP (PBX, SIP, phones, applications, etc.)
• Advanced 3CX knowledge
• Ability to trace. install, and test cabling
Benefits* Competitive salary based on experience
* Pension
* Medical Insurance
* Dynamic and fast past environment
* On-site Permanent position
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