Session Telecoms - Centurion

Jnr Voice Support Technician (Tier 1)

INTRODUCTION:
A dynamic, vibrant and growing Voice company is looking for an Jnr Voice Support Technician who is motivated, driven, and passionate about technology and innovation. We are looking for someone who will actively participate and contribute to help improve the way we provide excellence in customer services.
JOB PURPOSE:
The Voice support Technician will be responsible for managing our client’s voice and PBX systems.

MINIMUM REQUIREMENTS
•Grade 12
•A minimum of 1 years’ experience as an IT Infrastructure support technician.

MAIN ACCOUNTABILITIES
•Ensure calls are recorded in the CRM system, accurately documented and categorised
•Ensure that all the incidents / requests are responded to within required SLA
•Provide telephonic / remote support
•Ensure clients are kept up to date regarding their incidents and requests
•Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational problems
•Maintain a high degree of first time resolution for all support queries and adhere to all service management principles as directed.
•To take ownership of end-user issues and problems and be pro-active when dealing with user issues and help them resolve any hardware or software problems.
•Ensure connectivity of IT systems and the internet.
•To support users remotely.
•To escalate more complex calls according to the escalation procedure keeping ownership for the duration of the problem.

KEY COMPETENCIES FOR THE ROLE HOLDER:
•After Hours availability
•Ability to troubleshoot and provide recommendations for resolving technical issues.
•Overtime and standby will be required on occasions.
•Hands on’ approach and a willingness to learn is a must.
•Strong interpersonal skills - comfortable interfacing with all levels of company
•Excellent communication in English, both verbal and written.
•Well presented.

CHARACTERISTICS FOR THE ROLE HOLDER:
•Passionate and Resourceful, going the extra mile
•Ability to prioritise and work under pressure
•Ability to work independently
•Positive attitude, portraying a professional image at all times
•Effective time management
•Ownership of tasks and using initiative
•Strong communication skills (written and verbal)

Job Type: Full-time

Experience:
•IT Support: 1 year (Required)