WAN Service Desk Engineer

We are looking for an Engineer with WAN support experience to join our young and dynamic helpdesk team based in JHB.

Description of Role:  

The WAN Service Desk Engineer is the first point of contact for clients with connectivity and/or Service Desk -WAN requirements. While providing the highest level of client service, the Service Desk answers incoming calls /emails and any correspondence related to support. The WAN Support team logs and tracks all information using ConnectWise, as well as use a combination of knowledge base tools and their expertise to resolve client issues on various LAN and WAN systems. 

Guideline:

Primary Role - 70%, Administration – 20% , Training - 10% 

Roles and Responsibilities:  

• Respond to clients and responding to tickets logged within timely manner to meet defined SLA targets 

• Proactively monitor and report on network and system outages 

• Identifying, fault reporting trends with customer queries and escalating to Support Team Lead and/or Senior Support for recommendations on a resolution 

• Prioritizing and managing open and pending tickets effectively 

• Establishing a good working relationship with colleagues, customers and 3rd party vendors 

• Adoption of Turrito IT Systems (Connectwise, IT Boost, UpTime Robot, Auvik etc)

Skills and Abilities :

• Technical qualification – Fortinet, Microsoft, CCNA, A+, N+ 

• Experience in Connectwise will be an advantage 

• A minimum of 5 years’ experience in troubleshooting and supporting clients (Connectivity, O365, Security Firewalls) 

• Excellent analytical and problem-solving skills 

• Excellent written and verbal communication skills 

• Experience in managing 3rd party vendors 

• Must have own transportation and a valid driver’s license