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Mikrotik 3rd Tier Support Engineer

at Kontak Recruitment

in Umhlanga Rocks|Umhlanga Ridge, KwaZulu-Natal

Umhlanga, Durban R15000 – R25000 per month Seeking candidates with strong knowledge of Mikrotik products and installations and support 3rd Tier Support Experience essential Mikrotik Experience essential Grade 12 Relevant Qualification Good understanding of systems environment Practical experience of software and hardware (VoIP Phones, Pbx systems) Ability to adapt easily and be flexible Excellent planning and organizing skills A+, N+, MTCNA, CCNA (Advantageous) Linux experience is essential Asterisk experience is essential Strong Networking experience (Switches, VLANS, routing etc…) Installation of ADSL/Diginet/ Mikrotik Fibre Routers and Wireless Access Points Excellent communication skills, both verbal and written Provide client support and technical issue resolution via email, phone, web Build rapport and elicit problem details from non-technical or technical customers Provide timely, efficient and pleasant follow up to user questions or issues Build deep knowledge of products Document all incidents in incident tracking system Manage incidents to closure Interact effectively with customers, internal infrastructure and systems staff Escalate issues as needed both internal and external Rotate On-Call duty with other staff members Deploy software for test and production uses. Assist in testing new software functionality prior to release Assist in generating training materials and customer facing documentation. Constantly maintain documentation and SOP of Internal procedures Become the mentor and escalation point for Tier 1 and Tier 2 Support Provide high level support on escalated issues in timely fashion Diagnose and resolve client issues that require in-depth knowledge of the functionality of the product Work with our Development team to develop, design and propose solutions to meet technological needs for customers and staff Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate Perform special projects as required Constantly train and upskill Onsite Technicians, 1st tier and 2nd tier Support Respond to client outages and emergency situations 24/7shift rotation and on-call support Provide first and second level support for problem determination, new installations, upgrades of hardware and software for all support issues Experience in supporting telephony/call centre environments (Voice & Data) Read More...
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