Level 3 Support Specialist/ Support Engineer ( MKT179)
Umhlanga
R35000 – R45000 per month
5-8 years of experience in the Telecommunications voice & data services and/or related industry
Internet/Telecommunications Service Provider equipment knowledge
Specialisation in at least 2 of the below fields:
Voice
Packet Analysis (e.g. Wireshark)
Advanced Asterisk
Server environment
Linux Redhat Administration, Proxmox
MySQL, Ceph, Virtualisation, Clustering
Networking o Switches, VLANS
PPP, Dynamic Routing, BGP, OSPF, IPSec
QoS, ToS
Security o Threats, Hacks, Vulnerabilities
Risk Management, Identity and Access Management
Cryptography and PKI
COMPTIA Security +, ENSA, OSCP, Certified Ethical Hacker - CEH
Experience with Mikrotik/Cisco or similar
Provide expert level technical support to customers
Final support for service delivery team
Last point of escalation
Interact with customers, vendors and internal team member’s daily
Adhere to policies and assume ownership on service tickets
Respond to new and escalated service tickets
Continuous follow up
Continuously improve and or create process and procedures
Support team
Liaison between technical support, fulfilment services and technician/tech support specialists to ensure acceptable MTTR
Handle all escalations from tier 2
Resolving with long term solutions
Diagnosing technical related complaints and proposing solutions and POC
Handling specialised functions
Generate training material, knowledge base info and customer facing documentation
Maintain documentation and internal procedures
Mentoring jnr staff
Respond to client outages and emergency solutions
25 hours standby on call rotations