Support Specialist/Network Engineer

IT – Support
Cape Town – Western Cape

A strong technical Support Specialist/Network Engineer with a passion for delivery optimal customer service is sought to join the team of an Industrial, Financial and Commercial Business Solutions company. Your core role will be to provide both online and telephonic service and support to external customers while assisting internal business partners. You will also be expected to provide advanced troubleshooting, schedule training sessions while providing administrative support by gathering information for statistical reports. The successful candidate must be focused and equipped to provide customer service experience that is outstanding. You will also need to be N+/CCNA or CCNP Certified with 3 years work experience with an Internet Service provider Call Centre with advanced Linux including OpenVPN, FreeRADIUS, OpenDNS, Advanced IP Tables, FRR, Namespaces and proficiency with PPPoE, FNOs, TCP/IP, UDP, HTTP, DNS, SMTP, FTP, VLANS & Subnetting.
  • Provide guidance, mentoring and feedback to Level 1/2 support representatives in a positive and constructive manner.
  • Provide advanced troubleshooting to resolve any escalated requests.
  • Maintain a high degree of first-time resolution for support queries.
  • Manage and meet defined SLAs for each request.
  • Provide frequent updates on all outstanding incidents/service requests.
  • Stay up to date on new solutions and schedule training sessions with the Support team to upskill them on the new solutions.
  • Communicate new or updated internal procedures to the team.
  • Analyse and respond appropriately to customer requests, complaints, queries, requirements.
  • Identify, document, and alert the Supervisor of any trends in customer calls, complaints, or requests.
  • Assist with all queries that arise from other departments within the business.
  • Provide administrative support by gathering information for statistical reports.
  • Assist Supervisors with ad hoc tasks and projects.
Qualifications –
  • N+, CCNA, CCNP a minimum.
Experience/Skills –
  • Minimum 3 years in an Internet Service provider Call Center environment.
  • Advanced Linux Networking experience required.
  • A strong understanding of Wireless technologies.
  • A strong understanding of network implementations, operations, security, and troubleshooting.
  • Good understanding of network infrastructure and architecture.
  • Must be flexible and able to work shifts.
Key Technical Skills –
  • PPPoE, FNOs.
  • Subnetting.
  • Linux – Advanced: OpenVPN, FreeRADIUS, OpenDNS, Advanced IP Tables, FRR, Namespaces.
  • Excellent verbal and written communication skills.
  • Strong interpersonal and customer service skills.
  • Professional and pleasant telephone manner, with a vibrant and friendly personality at all times.
  • Strong analytical and problem-solving ability.
  • Must be passionate about customer service and have the ability to create the ultimate customer experience by delivering optimal customer service.
  • The ability to work in a dynamic environment, prioritizing and multi-tasking effectively.
  • Pay attention to detail and be deadline driven.
  • Able to use initiative and have a strong sense of integrity.
  • Can function well under pressure and maintain a positive attitude. 
  • Has the ability to work within a team, but also independently.