Senior Support Technician

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 onsite 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 enduser 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 onsite 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 ITrelated 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 decisionmaking skills

Effective task execution

Be customer service focused

Be able to work in a fastpaced 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 selfmotivated

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 drivers 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