Nov 24, 2016

Service Support Desk Engineer

  • WolfMurray Search
  • Midrand, Gauteng, South Africa
Fixed Term Telecommunications

Job Description

Service Support Desk Engineer

Midrand (South Africa)

Market Related R25 000 – R35 000

Permanent management position in the Telecommunication Industry

Posted by WolfMurray Search on 27/10/2016.

 

A leading Telecommunication Company is looking for Skilled, Well Spoken and vibrant Service Support Desk Engineers. Will be responsible for providing 1st Line technical support the business’ Customers for Converged Network services. This entails receiving, logging, updating, investigating and resolving customer requests whilst ensuring regular feedback to the customer, as well as resolving reported issues.

Role Purpose

Will be responsible for providing 1st Line technical support the business’ Customers for Converged Network services. This entails receiving, logging, updating, investigating and resolving customer requests whilst ensuring regular feedback to the customer, as well as resolving reported issues.

Essence of Role - Key Accountabilities

  • First level telephonic and technical support for Business services (Wide Area Networks, VoIP, internet access, hosting and Electronic Commerce and many more). Access services include fibre, microwave, Satellite, diginet, ADSL, 3G and Wireless
  • Understanding and use of monitoring and management tools such as Netcool, Infovista, MSPI, Cisco QPS, Palladion, Voogle, Axess, in order to investigate and resolve issues and complete requests
  • Management and reporting of access links to internal and external suppliers in South Africa and internationally; vendor management / escalation to ensure quickest possible restoration of services
  • Log all incidents and customer queries on Siebel and track the issues through to resolution. This includes timely and accurate recording of symptoms, and progress and updating of status information
  • Conduct first level problem determination using existing procedures and available tools. This includes logging in to Cisco and other network devices, at customer premises and edge devise on our Provider network
  • Resolve 70% of network-related calls at 1st level, using SOP (Standard Operating Procedures) and other guidelines for assistance
  • Reduce the average time to Restore / Resolve calls on a month-to-month basis
  • Ensure incident resolution within SLA, by escalating to second line support, other specialist departments and external third party companies;
  • Ensure timely and correct escalation of incidents when necessary; escalate severe service issues as appropriate to ensure the Business’ management’s awareness of these
  • Keep the customer updated on the progress and status of the call as per Business’s processes and procedures
  • Work on special projects as assigned

Overall Performance Indicators

  • Primary interface for the business’s customers
  • Coordinate and manage all calls logged via the CSOC
  • Manage the customer expectation
  • Manage Day-to-day service delivery issues
  • Fully documented Incidents and other Service requests
  • Customer Service Index survey results
  • Reduction of Time to Restore / Resolve calls

Job Specific Requirements

  • Understanding of IP, GSM and Telecommunications / ICT industry
  • MPLS networks
  • Cisco products
  • Analysis and diagnosis of incidents
  • CRM / Service Management system such as Siebel, HP SD, Remedy, etc
  • Product knowledge – Access services, Broadband services, VoIP, ECommerce,
  • Network diagnostic tools and methods

Job Related Skills

  • Possess strong customer service focus
  • Microsoft Office applications
  • OSS applications
  • Strong problem-solving skills and inherent decision-making ability
  • Good verbal and written communication
  • ITIL or eTOM an advantage
  • Able to take initiative and be assertive to resolve / complete incidents and requests
  • Ability to organize work in an efficient manner, work with multiple calls concurrently, and prioritise calls.
  • Work well under pressure and handle stress and stressful situations
  • Work with minimal direct supervision.

Qualifications

  • Matric Certification (essential)
  • CCNA certification (essential)
  • 3 Year Degree / equivalent Diploma in engineering / Information Technology / computer science (desirable)
  • ITIL Certification(s) (desirable)
  • 1 -2 years on an ICT Service Desk of which 6 months must be in a complex IP routing environment
  • At least 6 months of technical support of ICT services

Other:

  • Must be prepared to work shifts – 24 X 7 X 365, Alternatively, may work business hours or ‘Extended Business hours’

If you have the relevant skill set, we look forward to your application.


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