2nd Line Support Agent - Durban, South Africa - Tech5

Tech5
Tech5
Verified Company
Durban, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

We're Hiring

2nd Line Support Agent.

Check our website for the complete breakdown:

Full Job Description
Applicants are invited to submit their CV for the 2nd Line support agent position based in Kloof KZN.


Purpose of the role:


  • 2nd Line support agents provide support to first and second line queries, as well as advanced networking support. This includes escalations from 1st line support agents and advanced troubleshooting.
  • 2nd Line support agents may also be required to support the shift teams.

Troubleshooting, problem-solving and monitoring:

  • Make use of troubleshooting tools such as tracert, ping, bandwidth test.
  • Monitoring of the Network using The Dude.
  • Identify trends with incoming calls, issues, and support requests, and escalate them to the relevant departments.
  • Assist customers with VoIP related issues, training will be provided if needed.
  • Identify network issues by gathering information and troubleshooting, and escalating through the ticketing system.
  • Assist Field Technicians remotely with troubleshooting, configuration & service credentials.
  • Support and assist with the development, training, and upskilling of 1st line support agents.
  • Provide support to the support Teams by assisting with ticket backlogs when required.
  • Adhere to and contribute to internal technical documentation and knowledgebase.
  • Work in a team and collaborate to improve customer support.
  • Research and remain up to date with current industry and technologies and share learnings with the team.
  • Learn to use company software programmes and tools.
  • Excellent communication skills, 2nd language advantageous
  • Excellent interpersonal skills
  • Excellent phone etiquette
  • Ability to work under pressure
  • Problemsolving skills
  • Wireless and fibre knowledge
  • Ability to troubleshoot technical issues
  • N+ or equivalent experience
  • Will be able to work on standby
  • Mikrotik Knowledge advantageous
  • VoIP knowledge advantageous

Education Requirements:


  • Matric.
  • N+ & A+ certification, or equivalent knowledge/experience.

Applications:


Please Note:


Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.

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