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Techncial Support Engineer

The Support Engineer address customer queries and concerns regarding the company’s technical products and services. He/she answers incoming phone calls or emails from customers and troubleshoot technical problems. He/she will also assist with technical issues brought up by other departments within the ICTGlobe group. Support Engineers serve as technical experts in the products and services that their company offer – they find solutions to problems and help customers to work through technical difficulties.

JOB DUTIES

Customer Service
• Act as primary interface to all clients to resolve problems reported.
• Attend and respond to tickets on ticketing system in a timely manner.
• Provide troubleshooting and technical support via remote or on-site support
• Keep clients informed on progress with problem resolution.
• Escalate and report on the status of all problems as and when required by management.
• Provide solution advice to end user technicians when needed.
• Take ownership of customer problems and seeing problems through to resolution
• Update the wiki with relevant client information

Setup, configure, support and maintain:
• 3CX systems prior and after installations.
• PBX phones prior and after installations.
• VoIP gateways (FXO, FXS, ISDN).
• Mobile application for 3CX system.
• DSL, diginet, fibre and wireless devices.
• Routers, switches and firewalls.
• ViBE units.
• Various VoIP, network and system platforms.

Other technical duties
• Setup domains for websites, email, POP3 and exchange.
• Setup, configure, support and maintain users on Active Directory and setting up permissions.
• Install and configure desktop computers and software.
• Assist with VoIP platform issues.
• Setting up VPN’s between sites.
• Do checks on capped clients and add data as required.
• Change and manage the DNS records on the servers.
• Point websites on ISS server to other websites and make general changes.
• Manage, configure and monitor client or ICTGlobe monitoring systems
• Log line and system faults with vendors and service providers.
• Setup wireless AP’s for clients
• Setup QoS on routers

Job Requirements: 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Experience in NAT, routing, TCP/IP, VPN, firewalls and VLAN’s is required.
• Good understanding of voice networking and VoIP fundamentals.
• Knowledge in structured cabling
• Be able to work in a team
• Demonstrate professional attributes
• Be able to work under stressful conditions
• Be able to communicate effectively and clearly
• Be able to work in a fast-paced, high stress environment
• Be dependable
• Have good time management skills
• Influencing skills
• Lead with confidence
• Be able to work overtime and standby as required
• Be able to focus on managements requirements
• Proper technical knowledge (analogue, digital and VoIP services, IP networking and data service provision)
• Knowledge in structured cabling

Job Type: 

Permanent

Company Name: 

ICTGlobe Management

Company Location: 

Click here to apply

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