This position serves the customer base by providing expert level technical support to customers. It is also the final support for the service delivery team to ensure that policy and procedures are being followed.
The T3 Support Engineer is the last point of escalation for team members to get expert level support when necessary. The T3 Support Engineer will interact with customers, vendors, and internal team members on a daily basis. This position will work proactively and diligently to ensure the customer experience is positive and the services are functioning properly, by providing robust and effective solutions to problems within the shortest possible timeframes.
Adhere to policy’s on customer communications including an average of 80% availability, response to customer alerts within 15 minutes, and assume ownership on Service Tickets.
Responsible for monitoring the Support Team as well as responding to New and escalated Service Tickets within 15 minutes of receipt along with continuous follow-up on Service Tickets on a daily basis.
Working independently and with Management to continuously improve and or create process and procedures.
Supporting team members and working as a liaison between Technical Support, Fulfilment Services and Technician/Tech Support Specialists to ensure acceptable MTTR (Mean Time to Repair).
Handling all escalations from Tier 2 and resolving with long term effective solutions within 60 minutes.
Expectations include diagnosing of technical related complaints and proposing alternate solutions and Proof of Concepts (POC).
Expectations include handling of specialised functions.
Assist in generating training materials, knowledge base information and customer facing documentation.
Constantly maintain departmental documentation and internal procedures.
Provide mentoring and training for Tier 1 and Tier 2
Work with the development team to develop, design and propose solutions to meet technological needs for customers and staff
Perform special projects as required
Respond to client outages and emergency situations
Responsibilities also include 24 hours standby on-call rotation with the Support Team.
5-8 years of experience in the Telecommunications voice & data services
and/or related industry
MikroTik Certified Network Associate or equivalent
SIP School Certified Associate
Internet/Telecommunications Service Provider equipment knowledge Specialisation in at least 2 of the below fields:
COMPTIA Security +, ENSA, OSCP, Certified Ethical Hacker – CEH
R40,000 Basic Salary