Active Service Support Engineer at Vox Telecom

Primary tasks: Technical

• Accepting, coordinating, managing technical support and network operations queries, alerts, faults and escalations, to resolution, as per pre defined and trained processes.
• The engineer will be required to have the technical ability to accurately check and confirm network health, network issues, customer solution service status and failed provisioning errors.
• All work will have to be properly and accurately documented once completed, which will be part of the performance per case

Secondary Task

Manage fiber build complaints: -

• Superior customer service
• Accept through various channels
• Record all details
• Coordinate the fault effectively
• Use the fault to reflect excellent operational management of the fault on Frogfoot’s side
• Record accurately once resolved

Provisioning: -

• Completing provisioning steps on system and stepping the ticket to the next phase
• Configuring Accedians and Mikrotiks
• Taking calls and tickets to troubleshoot provisioning challenges and
• Recording these entries for historical reporting
• Assisting with administrative duties like capturing support ticket data

Minimum Requirements

• Grade 12
• 3 years experience in Service Support
• 3 years hands on experience with end user support
• Experience in tickets troubleshooting
• Hardware and Software - setup, repair, configure, troubleshoot

Ref: JHB000518/TD