Job Description

Level 2 Service Desk Agent -

Position Overview:-

The Level 2 Service Desk Agent provides remote technical assistance to customers who contact the Service Desk to report a fault or who make a request regarding the VOIP/Connectivity solution installed at their site and supported by the company.

Job Responsibilities:-

Takes telephonic calls from customers requiring technical assistance.

Receives emails, via the prevailing mechanism, from customers, requiring technical assistance.

Ensures a ticket is logged via the internal ticket logging system.

Provides 2nd level support by applying advanced troubleshooting techniques to identify problems, investigate causes and recommend/implement solutions to correct common failures.

Receive escalations of complex issues from the Level 1 Service Desk Agents.

Arranges for on-site technical assistance to be provided where necessary by generating a request to the Company`s Technicians Department.

Escalates more complex problems to a higher level of expertise within the organisation

Follows standard Service Desk Operating procedures including the accurate logging and updating of Service Desk tickets using the defined ticketing system.

Ensures feedback is given to the customer within an appropriate time-frame.

Actions ad-hoc requests delegated to him/her by the Service Desk manager

Accountabilities and Performance Measures:-

Meets the standards of service required of the Service Desk agents.

Meets ticket closure targets (Number of tickets closed per month).

Provides frequent feedback to customers.

Escalate tickets quickly if a resolution is not found.

Organisational Alignment:-

Reports to the Manager, Service Desk.

Collaborates with all business units within the Company

Acts as a key point of contact for its customers.

Maintains/develops contact with other external entities where required.

Qualifications/Competencies/Work Experience:-

N + or A + technical certification.

VoIP and/or Networking certifications will be beneficial.

VoIP experience.

Hosted PBX experience.

Mikrotik (Router OS) experience.

Networking experience.

PC competent with Word and Excel.

Minimum 2 years' experience in a technical role preferably in a Telecoms environment.

Experience on an IT Help/Service Desk.

Good problem-solving skills.

Customer-centric.

Ability to provide technical support telephonically.

Self-motivated and able to work on own initiative under pressure.

Ability to exercise patience and to actively listen.

Good communication skills for both verbal and written forms of communication.

`Must be willing to work standby duties as applicable.

Salary :

Market Related

Availability

ASAP

Candidates without the relevant experience/qualifications, need not apply.

Please consider your application unsuccessful if you have not heard from us in 10 days.

Job Types: Full-time, Permanent

Work Location: In person