ISP 2nd Line Network Engineer

Responsibilities

• Logging of Incidents and Service Requests, ensuring end to end management and ownership of tickets.
• Handling 2nd line support requests.
• Identify and escalate requests requiring urgent attention to resolve as quickly as possible.
• Ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
• Liaise with various 3rd parties, internally and externally, toward achieving resolution within SLA.
• Adherence to call lifecycle processes and procedures.
• Maintain adequate knowledge of supported systems to provide high-level support.
• Maintains and consistently demonstrates a general knowledge of service desk guidelines, processes and procedures
• Assist with internal adhoc IT support queries.
• Liaising with the project management team, 3rd line engineers and network engineers on a regular basis.
• Will be part of an after-hours standby rotation cycle.

For more information please contact : Lesedi Danguru