Description of role:
The Engineer is the first point of contact for clients. While providing the highest level of client service, the Engineer answers incoming calls and any correspondence related to support and tracks all information using the companies PSA tools.
Responsibilities:
- Serve as an escalation point for clients and provide continual feedback to client regarding their escalation.
- Respond to clients and responding to tickets logged within timely manner to meet defined SLA targets.
- Proactively monitor and report on network and system outages.
- Identifying, fault reporting trends with customer queries and escalating to Support Team Lead and/or Senior Support for recommendations on a resolution.
- Prioritizing and managing open and pending tickets effectively.
- Establishing a good working relationship with colleagues, customers and 3rd party vendors.
- Provide emergency and cut-over support outside of business hours when required.
Knowledge and Skills required- Minimum 4 year experience at an ISP or ISP reseller supporting connectivity or;
- Minimum 4 years experience in troubleshooting technical issues and supporting clients remotely, preferably at an MSP.
- Some form of technical qualification Eg. Microsoft, Fortigate, CCNA, A+, N+.
- Prioritizing and managing open and pending tickets effectively.
- Excellent analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Must have own transportation and a valid driver's license.
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