Job Description

Scale Shore Consulting is looking for a Technical Support Engineer (Tier 2)

You will be responsible for owning Incidents, Service Requests and Change Requests for our customers, from creation to resolution with regular communication, both internal and customer facing, in a professional and timely manner.

The successful candidate will provide advanced technical support to our clients, ensuring the smooth operation of their systems and resolving more complex issues that have been escalated from the 1st line support team.

Duties and Responsibilities:

Handle escalated issues from the 1st line support team, ensuring timely resolution Create, implement, and manage system improvements and best practices Maintain and update documentation related to system configurations, troubleshooting procedures, and support guidelines Identify recurring issues and report trends to management to help improve the customer experience Documenting client interactions and issues, ensuring clear and accurate records Coordinate with vendors and third-party providers to resolve issues Ensure all faults are dealt with in SLA and have full notes to support activity undertaken Suggest improvements for ways of working and help in developing Policies and Procedures Provide training and guidance to 1st line support engineers Participate in on-call rotation to provide after-hours support as needed
Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required

Excellent communication skills, both written and verbal, with the ability to explain technical concepts to customers and validate outcomes Strong knowledge of communications systems & technologies including VoIP & SIP Good understanding of networking concepts (e.g., IP, DNS, DHCP, VLANs, VPNs) and their impact on communication systems Experience of routers, switches & firewalls Customer-Centric, Empathetic, Dynamic, Passionate, Collaborative, Results Focused, Enthusiastic and Efficient CompTIA Network+ 3 years demonstrable experience
Benefits:

Competitive salary 22 days annual holiday + 8 bank holidays Loyalty Holidays On-site free parking Pension with Employer contributions Medicash Health Benefit The opportunity to grow and develop skills Company events and incentives Full appreciation and reward of hard working and long-term commitment
Job Type: Full-time

Pay: R30000,00 - R45000,00 per month

Work Location: In person