2Nd Line Support Agent

*Reference: JHB-HLG-1**Role: IT 2nd Line support agent based in Fourways Johannesburg. Office based role. *Well established ISP in Fourways area is looking for 2nd Line Support Agent to handle busy support desk. Company offers a great work environment and growth opportunities. Candidate should have excellent troubleshooting skills, have excellent communication skills, 3 - 5 years experience in IT Support. *PLEASE DO NOT APPLY TO THE ADVERT UNLESS YOU HAVE THE REQUIRED SKILLS AND EXPERIENCE AS PER THE BELOW REQUIREMENTS. *Role: 2nd line support AgentQualifications: *MTCRE -* MikroTik Certified Routing Engineer certification essential*CompTIA 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 & RoutingR R15 - R25 - Monthly
Johannesburg, GT, ZA