Mikrotik 3rd Tier Support Technician (EKE221)
Rivonia, Jhb
R15000 – R25000 per month

Seeking candidates with strong knowledge of Mikrotik products and installations and support
3rd Tier Support Experience essential
Mikrotik Experience essential
Experience within the telecommunications industry essential
Grade 12
Relevant Qualification
Good understanding of systems environment
Practical experience of software and hardware (VoIP Phones, Pbx systems)
Ability to adapt easily and be flexible
Excellent planning and organizing skills
A+, N+, MTCNA, CCNA (Advantageous)
Linux experience is essential
Asterisk experience is essential
Strong Networking experience (Switches, VLANS, routing etc…)
Installation of ADSL/Diginet/ Mikrotik Fibre Routers and Wireless Access Points
Excellent communication skills, both verbal and written
Provide client support and technical issue resolution via email, phone, web
Build rapport and elicit problem details from non-technical or technical customers
Provide timely, efficient and pleasant follow up to user questions or issues
Build deep knowledge of products
Document all incidents in incident tracking system
Manage incidents to closure
Interact effectively with customers, internal infrastructure and systems staff
Escalate issues as needed both internal and external
Rotate On-Call duty with other staff members
Deploy software for test and production uses.
Assist in testing new software functionality prior to release
Assist in generating training materials and customer facing documentation.
Constantly maintain documentation and SOP of Internal procedures
Become the mentor and escalation point for Tier 1 and Tier 2 Support
Provide high level support on escalated issues in timely fashion
Diagnose and resolve client issues that require in-depth knowledge of the functionality of the product
Work with our Development team to develop, design and propose solutions to meet technological needs for customers and staff
Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate
Perform special projects as required
Constantly train and upskill Onsite Technicians, 1st tier and 2nd tier Support
Respond to client outages and emergency situations
24/7shift rotation and on-call support
Provide first and second level support for problem determination, new installations, upgrades of hardware and software for all support issues
Experience in supporting telephony/call centre environments (Voice & Data)

Please email cv to recruitment@kontak.co.za and quote EKE221 in the subject line


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