2nd Line Support Engineer (CPT/JHB)

IT – Support
Cape Town – Western Cape ~ Johannesburg – Gauteng

SERVE as the primary point of contact for customers for all supported infrastructure & specific 3rd party-related problems as the next 2nd Line Support Engineer sought by a dynamic Internet Service & Network Specialist. You will take ownership of all incidents from logging to resolution while assisting with internal desktop support queries. You must have Matric/Grade 12, a suitable tertiary qualification, N+ qualification, have 5+ years’ practical networking experience including IPv4, MTU, troubleshooting, VLAN, basic Linux, WAN connectivity, VoIP, ADSL, Mikrotik and Cisco. You must also have experience working in an ISP environment and a solid understanding of DNS including on types of records and troubleshooting – Bind, powerDNS, unbound.
  • Log Incidents and Service Requests, ensuring end to end management, resolution and ownership of tickets.
  • Handle support requests / be a point of escalation in the call’s lifetime.
  • Identify and escalate requests requiring urgent attention.
  • Ensure that an ongoing contribution toward positive customer satisfaction is achieved.
  • Coordination of incidents and requests in order to meet Service Level Agreements.
  • Liaise with various 3rd parties to ensure call resolution.
  • Adherence to call lifecycle processes and procedures.
  • Assist with internal IT support queries.
  • Liaise with the Project Management team, 3rd Line Engineers and Network Engineers on a regular basis.
  • Will be part of an after-hours standby rotation cycle.
Qualifications –
  • Matric / Grade 12.
  • Relevant tertiary qualification. N+ qualification.
Experience/Skills –
  • 5+ Years’ experience practical networking including (IPv4) understanding, MTU, troubleshooting and VLAN understanding.
  • Basic Linux command line skills.
  • Network troubleshooting (WAN connectivity).
  • ADSL troubleshooting.
  • Wireless networks.
  • Email understanding.
  • Good understanding of DNS including on types of records and troubleshooting – Bind, powerDNS, unbound.
  • Configure IP phones and troubleshoot call issues (VoIP).
  • Mikrotik and Cisco experience.
  • Ideal candidate will have experience working in an ISP environment.
  • Ability to work under pressure and multitask while prioritising workload and issues.
  • Performance-driven and attention to detail. 
  • Excellent communication skills.