|Location||Recruitment Agency / Vacancy in SA. Cape Town|
Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.
Appropriately handling of all customer issues including troubleshooting and providing feedback to the
Ensures Support Tool is updated with the latest ticket details at all times
Supports customers per the details contained in the customer maintenance and support contracts
Maintain a high level of customer satisfaction through professionalism; timely response and resolution of issues
Follow up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.
Ensures compliance with SLAs and OLAs
Delivers product installations according to internal procedures
Escalates opportunities and/or issues according to established procedures
Create customer specific Service Pack Installer for those who have development responsibility
Works in different business times and on-call 24hs / 7 days.
Shift work, Stand by support and working on weeknights/weekends/public holidays is required
Ad-hoc occasional travel to customer sites
Key Outputs & Accountabilities
Advanced troubleshooting skills
Works within defined objectives using internal procedures
Able to work on own with minimum supervision
Performs work under general direction on routine tasks and detailed instruction on new assignments
Provides assistance to less experienced members of the team
Specialised in one product, in-depth knowledge and experience of more than one product
Desired Skills & Experience:
Basic knowledge of Telecommunication environment and customer services procedures
Works well within a team environment
Able to communicate effectively to convey and clarify information
Good written and verbal communication skills
Able to communicate in English (Advanced) and one additional language is preferred
Basic understanding of client requirements and product implementation
Experience in Ticket and queue management
Experience in Telecommunication industry is preferred
Good knowledge of Microsoft Office
Good understanding of complex software system architecture and operation
3-5 years of work experience in software industry or related fields
Degree or Diploma in Information Technology; Computer Science, Engineering
ITIL accreditation will be an advantage.
Create & modify shell scripts
Basic system administration
Monitor performance using standard utilities
Should you meet the requirements for this position, please email your CV to Megan on email@example.com or fax to 086 572 8877. You can also contact Megan on 031 350 4405.
Hire Resolve offers a R1000 for any candidate that is referred and placed through Hire Resolve. Hire Resolve also offers a R1000 job spec fee for any referral that results in a placement through Hire Resolve. If your company is looking for any IT, Finance or Engineering staff, please email us at firstname.lastname@example.org with the company name, a contact person and contact email or number of the person doing the hiring. We will keep the referral strictly confidential”
or email us: it.jobs(at)hireresolve.co.za