Voip Service Desk Agent Level 2

Level 2 Service Desk Agent - Job Description

Position Overview:-

The Level 2 Service Desk Agent provides remote technical assistance to customers who contact the Service Desk to report a fault or who make a request regarding the VOIP/Connectivity solution installed at their site and supported by the company.

Job Responsibilities:-

· Takes telephonic calls from customers requiring technical assistance.

· Receives emails, via the prevailing mechanism, from customers, requiring technical assistance.

· Ensures a ticket is logged via the internal ticket logging system.

· Provides 2nd level support by applying advanced troubleshooting techniques to identify problems, investigate causes and recommend/implement solutions to correct common failures.

· Receive escalations of complex issues from the Level 1 Service Desk Agents.

· Arranges for on-site technical assistance to be provided where necessary by generating a request to the Company`s Technicians Department.

· Escalates more complex problems to a higher level of expertise within the organisation

· Follows standard Service Desk Operating procedures including the accurate logging and updating of Service Desk tickets using the defined ticketing system.

· Ensures feedback is given to the customer within an appropriate time-frame.

· Actions ad-hoc requests delegated to him/her by the Service Desk manager

Accountabilities and Performance Measures:-

· Meets the standards of service required of the Service Desk agents.

· Meets ticket closure targets (Number of tickets closed per month).

· Provides frequent feedback to customers.

· Escalate tickets quickly if a resolution is not found.

Organisational Alignment:-

· Reports to the Manager, Service Desk.

· Collaborates with all business units within the Company

· Acts as a key point of contact for its customers.

· Maintains/develops contact with other external entities where required.

Qualifications/Competencies/Work Experience:-

· N + or A + technical certification.

· VoIP and/or Networking certifications will be beneficial.

· VoIP experience.

· Hosted PBX experience.

· Mikrotik (Router OS) experience.

· Networking experience.

· PC competent with Word and Excel.

· Minimum 2 years’ experience in a technical role preferably in a Telecoms environment.

· Experience on an IT Help/Service Desk.

· Good problem-solving skills.

· Customer-centric.

· Ability to provide technical support telephonically.

· Self-motivated and able to work on own initiative under pressure.

· Ability to exercise patience and to actively listen.

· Good communication skills for both verbal and written forms of communication.

`Must be willing to work standby duties as applicable.

Salary : Market Related

Availability ASAP

Candidates without the relevant experience/qualifications, need not apply.

Please consider your application unsuccessful if you have not heard from us in 5 business days.

Job Types: Full-time, Permanent

Work Location: In person