Remote- und Homeoffice Jobs in Südafrika

Hybrid 2nd Line Support (UK Telecoms Industry) 2nd Line Support (UK Telecoms Industry)

Talent Shore · Johannesburg, Gauteng, South Africa (Remote) · South Africa · Hybrid

About the job

Level 2 Technical Support Job Description
 Location: Sourh Africa, Remote

Reports To Service Desk Manager (FLSA Status Non-exempt)

Job Overview Provide IT VoIP and Broadband support for clients remotely. Find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills.


Responsibilities and Duties
Install and configure hardware and software
Respond to tickets in accordance with SLA guidelines
Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
Respond in timely manner to requests and issues
Provide remote support to end users
Assist in AV setups as needed for meetings
Assist new hire training for basic IT needs.
Set up new workstations for users (deploying equipment, checking over account setups).
Heavy use of Windows and Mac OS devices
Ability to work in Active Directory
Test new technology
Create documentation for staff for training purposes
Resolve Tier 1 support tickets
Understand VoIP platforms ideally 3CX
Troubleshoot broadband connectivity issue
Understanding of Network infrastructure

Requirements2 Years + experience in a similar role
Ideally within a Communications/ ISP company Customer service mentality
Strong organizational and time management skills
Excellent verbal and written communication skills
Strong interpersonal skills
Reliable
Understanding of Network infrastructure
Solid understanding of computers, networks and software:
Understand VoIP platforms ideally 3CX/ Similar
Set up new workstations for users (deploying equipment, checking over account setups).
Heavy use of Windows and Mac OS devices
Ability to work in Active Directory
Experience using MS Office applications: Word, Excel, Outlook
High attention to detail
Previous experience with ConnectWise or other ticketing system
Ability and willingness to work overtime when needed
Ability and willingness to work in a high-pressure environment
Ability and willingness to work in a collaborative team environment
Ability and willingness to quickly learn new technology and software


BenefitsRemote working 9 - 5 (Mon - Fri) With the flexibility to work overtime when needed
20 leave days + 8 Bank Holidays
Salary ranging between R23 000 - R28000 depending on experience
Opportunity to grow within your role and in the company

Desired Skills and Experience

Previous experience in a 2nd Line Support role Ideally in the telecoms industry Someone who has a good overview on VoIP (3CX ideally but they can be trained) Network Infrastructure IT Services/ IT Managed Service experience Great Problem solving skills with clients Can resolve issues with clients promptly/ keep them informed where there are delays