T2 Support Engineer MKT239

  • Umhlanga, Durban, South Africa
  • Full-time

Company Description

As a recruitment agency based in Johannesburg, Kontak Recruitment has been partnering and assisting employers of all sizes in recruiting and sourcing of the best possible staff and personnel for job opportunities of all levels in various career fields.

www.kontak.co.za

Job Description

T3 Support Engineer (MKT239)

Umhlanga

R30 000 – R40 000 per month neg depending on experience

 

As a T3 (Third Tier) Support Engineer responsible for providing expert level technical support to ensure a positive customer experience

Interact daily with customers, vendors and internal team members and will be final point of escalation for support queries

Point of reference for support team to ensure policy and procedures are followed correctly

 

5-8 years of experience in telco (Voice and data) Environment – Essential

Certifications:

Mikrotik Certified Network Associate or equivalent

SIP School certified Associate

 

You will need to demonstrate:

Internet/telco service provider equipment knowledge

Specialization in at least two of the following:

Voice – packet analysis (e.g, wireshark) and advanced asterisk

Server environment – Linux redhat administration, proxmos, MySQL, Ceph, Virtualisation, clustering

Networking – Switches, VLANS, PPP, Dynamic Routing, BGP, OSPF, IPSec

Security – Threats, hacks, Vulnerabilities, Risk management, identity and access management, cryptography and PKI, COMPTIA Security +, ENSA, OSCP, Certified Ethical Hacker - CEH

 

Assume ownership of new, escalated (From Tier 1 and 2) and open service tickets

Respond to client outages and emergency situations

Perform share of 24-hour standby on call rotation with support team

Support and assist team members, and work as liaison between support, fulfilment and field ops to ensure acceptable MTTS (Mean time to repair)

Strive to achieve service level targets

Handle specialized functions and perform special projects

Monitor, mentor and train the support team

Diagnose root causes of technical related complaints, propose alternate solutions and run proof of concepts (POCs) to determine viability

Work independently and with management to continuously improve processes and procedures

Assist in generating and maintaining policy/procedure, knowledge base, training and customer facing documentation

Work with systems team to inform the design/development of customer and staff solutions