Level 2 Service Desk Agent at Hire Resolve

Job Description

• A South African information and communications technology (ICT) provider that offers voice, data, and cloud solutions to businesses, is seeking a Level 2 Service Desk Agent to provide advanced remote technical support for their clients' VOIP and Connectivity solutions. This role involves handling incoming customer faults and requests via phone and email, applying in-depth troubleshooting, and managing complex escalations.

Responsibilities:

• Advanced Support: Provide 2nd level technical support by applying advanced troubleshooting techniques to diagnose and resolve complex issues related to VOIP and network connectivity.
• Ticket Management: Receive, log, and update all service desk tickets accurately via the ticketing system, adhering to standard operating procedures.
• Escalation Management: Handle complex escalations from Level 1 agents, and further escalate unresolved issues efficiently to higher-level internal expertise.
• Coordination: Arrange on-site technical assistance by generating requests to the Centracom Technicians Department when remote resolution is not possible.
• Communication: Ensure frequent, timely feedback is provided to customers and maintain a customer-centric focus.
• Ad-Hoc: Action requests delegated by the Service Desk Manager.

Minimum Requirements: 

• Technical Certifications: N+ or A+ certification required. VOIP and/or Networking certifications are beneficial.
• Experience: Minimum 2 years’ experience in a technical role, preferably in a Telecoms/IT Help Desk or Service Desk environment.
• Domain Expertise: Proven experience with VOIP, Hosted PBX, and Networking. Specific experience with Mikrotik (Router OS) is highly advantageous.