2Nd Line Support Agent

Role: 2nd line support AgentQualifications:MTCRE - MikroTik Certified Routing Engineer certification essentialCompTIA A+ and N+Well spoken, helpful, ability to handle irate customers, ability to handle a busy IT helpdesk / support desk. Work to strict SLA time frames.Duties:1. Manage Ticket Flow/Assignment.2. Maintain Monitoring tools and Network Equipment.3. Diagnosing of Higher Level Support Queries.4. Ensure escalations are followed accordingly.5. Manage customer expectations within Mesh Telecom SLA''s.6. Manage/action Ticket overflow from 1st Line support.7. Ensure SLA''s are met with network providers.8. Ensure Tickets are handed over and that afterhours support Tickets are assigned.9. Experience in FTTB & FTTH solutions10. Experience in policy based Firewall solutions11. Experience in VOIP, Hosted PABX & Cloud based backup Solutions12. SDWAN knowledge base13. Experience in Switching & Routing
Johannesburg, GT, ZA