WAN Service Desk Engineer

WAN Service Desk Engineer - JhbFull job descriptionWe 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 targetsProactively monitor and report on network and system outagesIdentifying, fault reporting trends with customer queries and escalating to Support Team Lead and/or Senior Support for recommendations on a resolutionPrioritizing and managing open and pending tickets effectivelyEstablishing a good working relationship with colleagues, customers and 3rd party vendorsAdoption 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 advantageA minimum of 5 years’ experience in troubleshooting and supporting clients (Connectivity, O365, Security Firewalls)Excellent analytical and problem-solving skillsExcellent written and verbal communication skillsExperience in managing 3rd party vendorsMust have own transportation and a valid driver’s license