1st Tier Support Engineer MKt178, Durban

Tier 1 Support Engineer (MKT178)

Umhlanga

R15000 per month

1-2 years of experience in the Telecommunications voice & data services and/or IT related industry

CompTIA A+

CompTIA N+

MikroTik Certified Network Associate (MTCNA) advantageous

Equipment knowledge – MikroTik advantageous

IP PBX knowledge advantageous

interact with customers, reseller clients, service providers, internal department interfaces and support team members on a daily

providing technical support to customers on a first level response platform

Adherence to policies, answer customer service and technical support calls, elicit information, log and assume ownership on Service Tickets

Responsible for responding to new service tickets

continuous follow-up on Service Tickets on a daily basis.

Providing basic/first line troubleshooting with the customers,

fulfilling customer service requests and working as a liaison between Support, Fulfilment Services, Billing and Technician/Tech Support Specialists to ensure acceptable

escalating to Tier 2 if issues cannot be resolved.

proactive approach by providing regular updates to customer during the resolution process and monitoring customer’s last miles, fulfilling top-ups and other services as required

Responsibilities also include 24 hours standby on-call rotation with the Support Team.