Information Technology

 

1. IT Helpdesk & Onsite Support Engineer (Tier2)

 

Educational Requirements:

Matric

Relevant IT Degree or Diploma

 

Experience Requirements:

Must have at least 4 years’ experience in a field technician

Must be well spoken

Must have good communication skills (written & verbal)

Must be able to communicate effectively telephonically

Must be attentive to detail

Must be analytical & able to solve problems

Must be proficient in Microsoft office

Must have own transport and valid driver license

Working knowledge of: Linux – IPtables, Postfix / sendmail, spamassasin, MYSQL, DNS Bind, Radius, Asterisk & VOIP protocols, Perl, Bash scripting, PHP (Interface with MYSQL & SOAP)

Windows: Server 2008 / 2003, MS SQL server, MS Exchange 2010 / 2007 / 2003, ISA /IAS Server

Networking / security: TCP /IP, routing / switching, traffic analysis, packet filtering

Hardware & software

Must have own transport

 

Responsibilities:

Assisting clients telephonically

Troubleshooting technical queries telephonically

Attending to technical queries via email

Ensuring timeous resolutions regarding queries within SLA service levels

Ensuring systems are proactively managed

Proactively upsell products to customers

Relieve 1st level support when necessary

Following up with the customer

Logging calls systematically

Assign to 3rd level support if necessary

Updating knowledge base if necessary

Assigning priority of calls

Responsible for the follow up & closure of calls

Monitor change requests for warnings & breaches

Ensuring satisfactory turnaround times regarding queries

Assisting colleagues with troubleshooting queries

Travelling to clients and resolving technical issues

Assisting clients with server & networking support issues

Handling of complaints

General admin

 

Additional:

Salary R15 000 – R18 000 per month (CTC)

6 Month probation period

Must have own transport and be willing to travel to clients

Clear crim record

 

Location: Cape Town