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    Senior Support Engineer - Cape Town, South Africa - Pronel Personnel

    Pronel Personnel
    Pronel Personnel Cape Town, South Africa

    5 days ago

    pronel personnel background
    Full time
    Description

    Our client based in Cape Town (CBD) is currently seeking a Senior Support Engineer. The role is shift-based + weekends and involves supporting business infrastructure.

    Responsibilities:

    • Provide expert-level technical support and troubleshooting assistance to customers via phone and email
    • Investigate and resolve complex technical issues
    • Log faults with service providers and third parties
    • Document and track customers issues, resolutions and troubleshooting steps in the internal knowledge base or ticketing system
    • Mentor and coach junior support engineers, providing guidance, training and knowledge sharing to enhance team performance
    • Perform post-resolution follow-ups to support requests
    • Reinforce SLAs to manage end-user expectations
    • Proactively identify trends and patterns in customer issues to improve product stability and prevent recurring problems
    • Communicate effectively with customers, providing regular updates and solutions clearly and professionally
    • Work closely with cross-functional teams, including Senior Support Engineers, Principal Engineers, Network Engineers and Administration to address end-user issues

    Role Requirements:

    • Minimum required certifications: CCNA/MTCRE/JNCIA
    • Minimum required experience: 2-5 years of working experience with a WISP/FISP or in a NOC
    • Experience or qualification in Small Cell, DAS and Cellular technology
    • Ability to work quickly, calmy a decisively under pressure, and must be process-oriented in approach to work
    • Ability to work independently in a process-oriented environment
    • Willing to spend time developing and learning new skills outside of the formal work environment

    Please apply directly here.

    Please note: due to the high volume of responses, only shortlisted candidates will be contacted.

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