Senior Support Technician
People Dimension
- South Africa
- Permanent
- Full-time
- Act as primary interface to all users to resolve problems reported.
- Respond to tickets on the CRM system in a timely manner.
- Provide troubleshooting and technical support via phone, email and face-to-face to end users.
- Keep end users informed on progress with problem resolution.
- Escalate and report on the status of all problems as and when required by management.
- Setup VPN's and port forwards on routers.
- Make changes to routers as per client's requirements.
- Do preventative maintenance on routers - updates & scheduling reboots.
- Log onto routers to check the current configuration thereof to make sure everything is up to standard.
- Setup domains for websites, email, POP3 and exchange.
- Create users on Active Directory and setting up permissions.
- Install and configure desktop computers and software.
- Assist in voice related Porta issues
- Setting up VPN's between sites.
- Setup QoS on routers
- Setup wireless AP's for clients
- Manage and configure PRTG
- Point websites on ISS server to other websites and make general changes.
- Change and manage the DNS records on the servers.
- Do domain transfers.
- Assist with internal troubleshooting and problem resolution as and when required at the office
- Support and maintenance of MS Windows and MS Exchange environments
- Testing, installation and maintenance of network related problems
- Provide 3CX support to users and assisting them with problems
- Monitor the infrastructure and act on any failures
- Experience with data networking including implementation of VPN connections, firewall configuration and network routing is preferable
- Good understanding of voice networking and VOIP environments
- Be able to work in a team
- Be customer service focused
- Be able to work in a fast-paced environment
- Have good time management skills
- Be able to work under stressful conditions
- Be able to communicate effectively and clearly
- Demonstrate professional attributes
- Be able to manage conflict
- Proper technical knowledge (analogue, digital and VoIP services, IP networking and data service provision)