SEIDOR Networks is looking for a First Level Support Engineer to join a growing team based in Johannesburg.
The SEIDOR Networks service desk is responsible for managing customer service levels by providing remote and occasional on-site support to meet SLA response and fix times.
As the first line of support, the candidate will be responsible for providing first line technical support in a professional manner. He/she will be responsible for resolving incidents and performing tasks logged by customers within predetermined SLA times.
The candidate will be accountable for customer satisfaction by achieving predetermined prescribed, measurable performance goals on a daily, weekly and monthly basis.
This is the perfect role for a self-motivated individual with a natural technical enquiring mind with industry-relevant experience and the ability to work in a process-driven environment.
Role Requirements:
Matric certificateMinimum 2-years industry-relevant work experience with a customer-facing and/or telephonic supportMust be able to travel to and from the Woodmead office in Johannesburg to perform his/her daily dutiesMust have a valid drivers' license and own reliable vehicleMust be available to travel to customer sites for occasional calloutsMust have a reliable home uncapped Internet connection with a minimum of 4Mbps download/upload speed to work remotelyThe position requires a mix of office-based and remote work from homeMust be willing to learn new technologiesMust be willing to complete predetermined certifications at regular intervals
Essential Technical Knowledge and/or Experience:
A+ / N+Working Experience in the IT industryBasic DHCP and DNS understandingMinimum 2-years Microsoft Windows Desktop Operating System experience
Advantageous Certifications, Knowledge and Experience:
Tertiary qualification in Information Technologies and/or computer sciencesITIL FoundationSolarwinds N-AbleConnectWise AutomateConnectWise ManageMCSA / MCSECCNA (Cisco Certified Network Administrator)Sophos XG Engineer/ArchitectMicrosoft 365 technical work experienceBasic Microsoft Active Directory experienceBasic Microsoft Windows Server Operating Systems experienceMicrosoft Hyper-VBasic Microsoft SQL database management experienceBasic working experience with any routing vendor equipment and/or softwareAdvanced Microsoft Office Suite skillsBasic understanding of:Switching / VLAN'sRouting / NAT / Dynamic RoutingPacket flowEmail flow and MTA communicationUTM and Firewall appliancesWireless networks
Basic scriptingMimecastcPanel
Key Responsibilities:
Communicate telephonically and electronically with customers, vendors, and senior network engineers for escalationsProvide predominantly desktop/endpoint supportIdentify, report, and resolve hardware and software issues on laptops and desktopsMaintaining worklists within the Seidor Networks call logging systemLogging and updating of calls on a daily basisAbility to work in a team & independently to provide customer serviceAbility to prioritize, escalate and request assistance when needed in a timely mannerMust be open to learning new technologies and service delivery methodologies
Key Attributes:
Strong verbal, telephonic and electronic communication skillsMust be a natural problem-solverResearch and analytical troubleshooting skillsTime management skillsPunctual and reliable
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