CipherWave, a Johannesburg based Internet Service Provider is looking for a
Support Technician
Job location: Belgrade (training possibility in South Africa)
with strong knowledge of Broadband technology, 1st Line Telephone Support, general knowledge of internet to join our customer-focused team. CipherWave prides itself on customer service and as such is looking for the successful candidate to take personal ownership for end-to-end technical support, diagnostics, fault management and service restoration for all client services. This role is a consultative 1st line technical support role, where you will be dealing with business customers.
ROLES AND RESPONSIBILITIES:
- Provide efficient and effective support to CipherWave customers at all times
- Proactively monitor and report on network and system outages
- Troubleshoot, diagnose and resolve most Microsoft and networking technologies support queries as well as other third party faults
- Coordinating with external and 3rd party suppliers/providers to resolve any customer issues
- Logging of all customer queries with their resolution in the support ticketing system
- Identifying, reporting trends with customer queries and escalating to Support Team Lead and/or senior support for recommendations on a resolution
- Escalating in a timeous fashion to Third Line Support or Technical Team Lead
- Following Processes and written instructions to resolve a fault or setup/update a new solution.
- Prioritizing and managing open and pending tickets effectively
- Available to perform afterhours and Standby technical support as and when required
- Establishing a good working relationship with colleagues, customers, and other professionals
- Take responsibility and endeavor to keep CipherWave computers, network equipment’s and other machinery operational, safe, clean and secure at all times
- Assisting in providing training to customers/resellers on CipherWave services
- Assisting in creating, updating and documenting problem resolutions
- Adhere to CipherWave policies, processes and procedures
- Providing in-house technical / desktop support
- Respond to clients and responding to tickets logged within stipulated Service Level Agreements
DESIRED SKILLS:
- Must have knowledge of Internet, connectivity, Email or networking experience
- Previous experience in a technical support role (First or Second Line Support)
- Strong client relations and personal networking skills
- Excellent communication (both written and verbal) and presentation skills
- Familiarity with technical concepts coupled with the ability to communicate complex technical information
- Patient, independent, self-motivated and target driven
- Demonstrable depth of understanding in computing technologies including operating systems, application based systems, and networking
- Must have own transportation and a valid driver's license
When applying for this position please ensure that you meet the minimum requirements.
Shortlisted candidates will be required to undergo vetting checks.
EXPERIENCE:
- Two years’ minimum experience in a Technical Support position within the ICT telecommunications / ISP industry
REMUNERATION:
- Annual Salary Package, Experience Dependant
- Valid Driver's License and transport essential
Please complete questionnaire attached, applicants who do not complete the questionnaire will be disqualified.
Shortlisted candidate’s will undergo criminal checks.
If you feel you possess the above, and are looking to join our young and dynamic team then send us your CV.
Deadline for applications: 05.07.2017.