3rd Tier Support Engineer MKT179, Durban

Level 3 Support Specialist/ Support Engineer ( MKT179)

Umhlanga

R35000 – R45000 per month

5-8 years of experience in the Telecommunications voice & data services and/or related industry

Internet/Telecommunications Service Provider equipment knowledge

Specialisation in at least 2 of the below fields:

Voice

Packet Analysis (e.g. Wireshark)

Advanced Asterisk

Server environment

Linux Redhat Administration, Proxmox

MySQL, Ceph, Virtualisation, Clustering

Networking o Switches, VLANS

PPP, Dynamic Routing, BGP, OSPF, IPSec

QoS, ToS

Security o Threats, Hacks, Vulnerabilities

Risk Management, Identity and Access Management

Cryptography and PKI

COMPTIA Security +, ENSA, OSCP, Certified Ethical Hacker - CEH

Experience with Mikrotik/Cisco or similar

Provide expert level technical support to customers

Final support for service delivery team

Last point of escalation

Interact with customers, vendors and internal team member's daily

Adhere to policies and assume ownership on service tickets

Respond to new and escalated service tickets

Continuous follow up

Continuously improve and or create process and procedures

Support team

Liaison between technical support, fulfilment services and technician/tech support specialists to ensure acceptable MTTR

Handle all escalations from tier 2

Resolving with long term solutions

Diagnosing technical related complaints and proposing solutions and POC

Handling specialised functions

Generate training material, knowledge base info and customer facing documentation

Maintain documentation and internal procedures

Mentoring jnr staff

Respond to client outages and emergency solutions

25 hours standby on call rotations