Senior Support Technician

Recruiter:

ICT Engage

Job Ref:

ZR_84_JOB

Date posted:

Monday, December 30, 2024

Location:

centurion, Gauteng, South Africa

Salary:

Negotiable based on experience

SUMMARY:
We are looking for a Senior Support Technician with experience in the telecommunications industry to join a dynamic organisation based in Centurion.

POSITION INFO:

The successful candidate will be responsible for administering, troubleshooting and maintaining voice and data Networks including the routers, gateways and PBX phones. This person will also be responsible for configuring network and voice solutions for clients as per their requirements.

JOB DUTIES

Customer Service

Act as primary interface to all users to resolve problems reported.
Respond to tickets on the CRM system in a timely manner.
Provide troubleshooting and technical support via phone, email and face-to-face to end users.
Keep end users informed on progress with problem resolution.
Advise users regarding the product’s proper use and address specific user issues.
Escalate and report on the status of all problems as and when required by management.

Other Technical Duties

Setup VPN’s and port forwards on routers.
Make changes to routers as per client’s requirements.
Do preventative maintenance on routers – updates & scheduling reboots.
Log onto routers to check the current configuration thereof to make sure everything is up to standard.
Setup domains for websites, email, POP3 and exchange.
Create users on Active Directory and set up permissions.
Install and configure desktop computers and software.
Assist in voice related Porta issues
Setting up VPN’s between sites.
Do domain transfers.
Change and manage the DNS records on the servers.
Point websites on ISS server to other websites and make general changes.
Manage and configure PRTG
Setup wireless AP’s for clients
Setup QoS on routers
Assist with internal troubleshooting and problem resolution as and when required at the office
Support and maintenance of MS Windows and MS Exchange environments
Testing, installation and maintenance of network related problems
Provide 3CX support to users and assisting them with problems
Monitor the infrastructure and act on any failures

REQUIREMENTS

Experience with data networking including implementation of VPN connections, firewall configuration and network routing is preferable
Good understanding of voice networking and VOIP environments
Be able to work in a team
Be customer service focused
Be able to work in a fast-paced environment
Have good time management skills
Be able to work under stressful conditions
Be able to communicate effectively and clearly
Demonstrate professional attributes
Be able to manage conflict
Proper technical knowledge (analogue, digital and VoIP services, IP networking and data service provision)

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