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Reflex Solutions is an owner managed business that has vast in-house experience and skills in networking and IP telephony. We provide a full range of ICT solutions to our clients: Connectivity Communications Cloud Carrier Services Security Operations Centre Fractional CIO End User Computing
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Job Summary
The primary objective of the Senior Sales Consultant will be the development and management of a sales pipeline whilst maintaining relationships with both internal and external stakeholders. The successful candidate will be a trusted advisor to multiple customers and must be able to understand business requirements and align those needs with Reflex Product offerings and solutions.
Duties and Responsibilities:
- Effectively run sales meetings and phone calls in a way that solicits multiple perspectives and drives consensus towards a path of action
- Maintain a high level of current knowledge of the product portfolio and keep up to date with trends, strategy, competitors, pricing, etc.
- Proactively manage client expectations
- Serve as a single point of contact for product and solution offerings
- Ensure that all client details are updated on CRM
- Ensure all billing is updated and monitored
- The Sales Consultant is responsible for updating and presenting their sales pipeline weekly
- Ensure all contracts and proposal are up to date, stored and uploaded to SharePoint
- Meet SEF Expectations as per Accountability Matrix
- Drive sales performance to achieve annual target
- Client management and engagement
Minimum requirements:
- Technical background
- Minimum 5 years Sales experience in an IT environment
- Comfortable with dealing with C-Level execs
- Computer literate (Excel, Word, PowerPoint, Outlook)
- Good presentation and negotiation skills required
- Good interpersonal skills
- Attention to detail and high level of accuracy
- Good planning, organizing and time management skills
- Team player
- A professional appearance and approach
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Purpose:
The role of the Tier 2 Support Engineer is to provide support and maintenance on all the systems and services we provide, which consist of, amongst other things, Microsoft based systems, Apple Technologies, & Wireless Technologies. The Support Engineer will be required to go to client sites from time to time and/or be based at a client site for a period of time.
Support Engineers provide IT end-user support on various components of an IT environment, including but not limited to, hardware support, software support and network support. Being the first point of contact for clients, you are expected to be professional, helpful and to aid with a sense of urgency, regardless of the level of incident. You will aim to exceed the client’s expectations in dealing with any incidents or service requests and you will continuously better yourself through training and research to ensure that you are able to deliver an unrivaled experience for the client’s end-users.
An excellent Support Engineer must have good technical knowledge and be able to communicate effectively, and professionally to understand the problem and explain its solution. They must also be client-oriented and patient to deal with difficult clients
The goal is to create value for clients that will help preserve the company’s reputation and assure business growth.
Duties and Responsibilities:
- Represent the Reflex brand, always remembering you are the face of the company
- Deliver exceptional service to internal and external clients
- Respond to clients within SLA
- Provide regular updates to clients with regards to incident updates
- Apple Technology Support
- Support & Maintenance of Hardware & Software
- Installing, Configuring and Installation of Microsoft OS, OS Services
Microsoft Server Technologies support
- Active Directory
- DFS
- GPO
- VPN
- Any Manager Services Application like Ninja or Manage Engine Desktop Central
Ensure that issues are resolved in line with Reflex’s processes and policies.
- Document and Maintain Customer Technical Procedures
- Complete and file checklists timeously
- Track and manage your work record via regular time and ticket/ task time entries
- Prioritize own tasks
- Establish relationship with IT Manager
- Provide guidance and training to client personnel, empowering the users to help themselves
- Escalate any ongoing, unresolved, or business critical problems to your Technical Operations Manager in a timely fashion.
- Ensure that all effort has been done to resolve Incident at Tier1 or Tier2 level before escalating.
- Keep abreast of modern technologies as well as Reflex Standard Operating Procedures (SOP).
- Identify and suggest possible improvements on procedures or systems to your Technical Operations Manager
Minimum Requirements:
Education and Qualifications:
- Matric/Grade 12
- Apple Certified Associate
- MCSA (Desktop) / MCSA (Server)
- Official CompTIA A+ and/or N+
- Official Microsoft Certified IT Professional
Experience:
- 2 years’ experience in a support engineer role (providing first and second line support)
- Microsoft experience
- Understand Wireless Technologies
- Comprehensive knowledge and experience in Hardware and Software
Skills and knowledge
- Excellent Office skills (Excel, Word, and Outlook)
- Excellent communication skills (verbal and written)
- Assertive and able to “gets the job done”
- Excellent administrative skills
- Ability to cope under pressure
- Ability to multi-task
- Good interpersonal skills
- Attention to detail and high level of accuracy
- Planning, organizing and time management skills
- Able to document procedures and checklists
- Innovative
- Team player
- A professional appearance and approach
- Own, reliable transport and valid drivers’ license
- Willing to Travel Domestically or internationally if and/or when required.
- Willing to work Overtime when required
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Purpose:
To make our clients love us by providing exceptional IT support services and guidance ensuring that our clients can maintain enhanced levels of efficiency and productivity.
Support Engineers provide IT end-user support on various components of an IT environment, including but not limited to, hardware support, software support and network support. Being the first point of contact for clients, you are expected to be professional, helpful and to aid with a sense of urgency, regardless of the level of incident. You will aim to exceed the client’s expectations in dealing with any incidents or service requests and you will continuously better yourself through training and research to ensure that you are able to deliver an unrivaled experience for the client’s end-users.
An excellent Support Engineer must have good technical knowledge and be able to communicate effectively, and professionally to understand the problem and explain its solution. They must also be client-oriented and patient to deal with difficult clients
The goal is to create value for clients that will help preserve the company’s reputation and assure business growth.
Duties and Responsibilities:
- Represent the Reflex brand, always remembering you are the first point of contact and the face of the company
- Deliver exceptional service to internal and external clients
- Respond to clients within SLA
- Capture all details as accurately as possible in our ITSM Platform, providing complete resolution descriptions. Ensure that Incidents are classified, categorized and prioritized correctly and appropriate to effectively address urgency and impact.
- Analyze issues and develop resolutions in a timely fashion
- Provide support to clients on all supported applications.
- Provide regular updates to clients with regards to incident updates
- Ensure that issues are resolved in line with Reflex’s processes and policies.
- Escalate any ongoing, unresolved, or business critical problems to your Team Leader or BU Manager in a timely fashion.
- Track and manage your work record via regular time and ticket/ task time entries
- Provide guidance and training to client personnel, empowering the users to help themselves
- Create/ update Knowledge Base articles / technical notes as solutions are identified or articles found to not be current.
- Supervise all 3rd party product installations and/or the related repair and maintenance activities when required remotely.
- Identify and suggest possible improvements on procedures or systems to your Team Leader.
- Keep abreast of modern technologies as well as Reflex Standard Operating Procedures (SOP).
- Ensure that all effort has been done to resolve Incident at Tier1 or Tier2 level before escalating.
Minimum Requirements
Certifications:
- Official CompTIA A+ and/or N+
- Official Microsoft Certified IT Professional
- Official CCNA / HCIA (Advantage)
- ITIL certification (Advantage)
Minimum 2 years’ experience in a support position
- Tech savvy with working knowledge of office automation products and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficient in English
- Excellent written and verbal communication skills
- Client-oriented and cool-tempered
- Valid Drivers’ License and own reliable transport (advantage)
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Purpose
We are currently looking for a experienced Communications Engineer to join our dynamic and driven Technical Team. The successful candidate will be required to assist with the installation, maintenance, and support of these systems, which are based on Avaya and Asterisk products (but are not limited to). The candidate will be required to lead a level 1 team of engineers and mentor when required.
Key Duties and Responsibilities
- Installation and support of products as listed above
- Keeping CRM tickets up to date - from initial assignment to completion of support request
- Working closely with the Communications Administrator to make sure appointments are managed and client expectations are met
- Ensure technical best practice is used for all products and services installations
- Ensure all installation deadlines are met
- Ensure adequate communication of risks, issues and progress to Projects and Operations
- Full documentation and handover to maintenance / call centre and accepting handover from presales for new clients
- Manage L1 engineers, ensure tickets are updated timeously
- Assist with Product demonstrations and testing
- Client handover and training
- Communicating customer requirements back to Reflex
Minimum Requirements
- Grade 12
- Own reliable transport and valid driver’s license
- Minimum of 2 years’ experience in a voice engineer role
- PABX certifications
- Avaya IPO, ACCS (call centre) certifications and experience
- Solid networking knowledge - installation, configuration, and maintenance of network devices (layer 2 and 3), which include, switches, wireless access points and network access control applications
- Network configuration knowledge must include creation of VLAN's, packet tagging, configuration and testing of STP and QoS and troubleshooting ability
- Solid VoIP knowledge - installation, configuration and maintenance of VoIP based PABX systems and call centres
- Working knowledge of different provider links and last mile connectivity into the provider edge
- Good communication skills and ability to build strong working relationships with all levels of staff and clients
- Good planning and organisation skill
- Sense of urgency and desire to get the job done on time and according to the highest standard
Advantageous requirements
- Working knowledge of VoipMon
- Working knowledge of core routing / Billing engines
- Working knowledge of Halo
- Working knowledge of PRTG
- Working knowledge of Session Border Controllers (Oracle and AudioCodes)
- Linux skills
Method of Application
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