Technical Customer Support Engineer – Johannesburg

Full Time

You’ll be joining their global service desk from which all support, customer services and technical operations monitoring takes place. This centre services the SA, UK and US regions 24/7.¬†This requires all staff to be available for standby in rotating shifts as rostered. The engineer will provide support to the South African client base, as well as assist with global.

The successful candidates will have an excellent understanding of TCP/IP networking and internetworking, messaging technologies and messaging security technologies.

  • Telephonic technical support case troubleshooting and resolution (accurately and fast)
  • Escalation of cases and customer feedback (where required)
  • Assist clients on the entire ingestion process including advising them on best practice guidelines for data preparation and updating them on the ingestion status
  • Train clients and partners via online training methods
  • Tracking and management of client trials
  • Support international clients outside business hours
  • Escalation and follow-ups of technical issues
  • Create FAQ’s and customer help documentation
  • Contribute and post responses on the Community
  • Implementing customers to use the service & applications
  • In depth TCP/IP Networking and internetworking knowledge
  • Knowledge and understanding of Microsoft Exchange 2003, 2007, 2010 and 2013 and/or other mainstream¬†messaging & collaboration platforms (Sendmail, Exim, Postfix, Domino or Groupwise)
  • Server, network, and enterprise applications and/or systems integration experience
  • Must be fluent in English and able to articulate technical issues clearly over the phone and in writing
  • Effective problem resolution and troubleshooting /root cause analyses skills and experience
  • Experience of providing technical support to SMB and Enterprise Administrators
  • Experience with Microsoft Active Directory
  • Experience with email anti-spam and anti-virus solutions.
  • Experience with the SMTP protocol and mail routing in general
  • MCSE, MCTS, MCITP qualification or equivalent is essential

R250k – 440k + bens

STANDBY/SHIFT WORK APPLICABLE!

Only SA citizens based in Cape Town need apply.