Overview

Mikrotik 3rd Tier Support Technician (EKE221)

Rivonia, Jhb

R15000 – R25000 per month

 

Seeking candidates with strong knowledge of Mikrotik products and installations and support

3rd Tier Support Experience essential

Mikrotik Experience essential

Experience within the telecommunications industry essential

 

Grade 12

Relevant Qualification

Good understanding of systems environment

Practical experience of software and hardware (VoIP Phones, Pbx systems)

Ability to adapt easily and be flexible

Excellent planning and organizing skills

A+, N+, MTCNA, CCNA (Advantageous)

Linux experience is essential

Asterisk experience is essential

Strong Networking experience (Switches, VLANS, routing etc…)

Installation of ADSL/Diginet/ Mikrotik Fibre Routers and Wireless Access Points

Excellent communication skills, both verbal and written

 

 

Provide client support and technical issue resolution via email, phone, web

Build rapport and elicit problem details from non-technical or technical customers

Provide timely, efficient and pleasant follow up to user questions or issues

Build deep knowledge of products

Document all incidents in incident tracking system

Manage incidents to closure

Interact effectively with customers, internal infrastructure and systems staff

Escalate issues as needed both internal and external

Rotate On-Call duty with other staff members

Deploy software for test and production uses.

Assist in testing new software functionality prior to release

Assist in generating training materials and customer facing documentation.

Constantly maintain documentation and SOP of Internal procedures

Become the mentor and escalation point for Tier 1 and Tier 2 Support

Provide high level support on escalated issues in timely fashion

Diagnose and resolve client issues that require in-depth knowledge of the functionality of the product

Work with our Development team to develop, design and propose solutions to meet technological needs for customers and staff

Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate

Perform special projects as required

Constantly train and upskill Onsite Technicians, 1st tier and 2nd tier Support

Respond to client outages and emergency situations

24/7shift rotation and on-call support

Provide first and second level support for problem determination, new installations, upgrades of hardware and software for all support issues

Experience in supporting telephony/call centre environments (Voice & Data)

 

Please email cv to recruitment@kontak.co.za and quote EKE221 in the subject line

 


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