2nd Line Support Technician - Telecoms Experience

Description:

The 2nd Line Support Technicians role is to provide a single point of contact for end users, partners, and resellers to receive support and maintenance within the organizations IT environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment.

The person will also troubleshoot problem areas (in person, by telephone or via remote access) in a timely and accurate fashion and provide end-user assistance where required. This person will function as a point of escalation for the Technical Department by helping team members to troubleshoot and resolve difficult or advanced technical support issues.
CUSTOMER SERVICE
Act as a primary interface to all clients to resolve technical problems reported
Attend, respond, and resolve tickets on the ticketing system in a timely manner (within SLA)
Provide troubleshooting and technical support via remote or on-site support
Keep clients informed on progress with problem resolution
Escalate and report on the status of all problems as and when required by management
Provide solution advice to end-user technicians when needed
OTHER TECHNICAL DUTIES
VoIP systems prior and after installations
VoIP phones prior and after installations
Mobile and desktop applications for PBX systems
DSL, Diginet, Fibr