Senior Systems Implementation Engineer implementing and managing clients' infrastructure at IP Pathways. Participating in onboarding and ongoing operational care of managed cloud service platforms.
About the role
- Tech Officer providing technical support to users and customers in a hybrid remote work environment. Troubleshooting IT-related issues to ensure client satisfaction across various service channels.
Responsibilities
- Provide frontline technical support to end-users via various channels such as phone, email, chat, or in-person.
- Assist users with troubleshooting hardware, software, network, and other IT-related issues.
- Diagnose and resolve technical problems reported by users in a timely and efficient manner.
- Log and track all support requests using a ticketing system or help desk software.
- Ensure accurate documentation of issues, resolutions, and communication with users for future reference and reporting purposes.
- Escalate unresolved issues or complex technical problems to higher-level support teams, system administrators, or software vendors as per established escalation procedures.
- Follow up on escalated cases to ensure timely resolution and user satisfaction.
- Monitor systems, networks, and applications for potential issues or performance degradation.
- Participate in team meetings, performance reviews, and training programs to enhance technical skills, customer service abilities, and overall effectiveness as a help desk consultant.
Requirements
- NQF 4: Grade 12 National Diploma
- 2 years’ experience in Customer Engineering working shifts (night and day shifts)
- Certifications A+ ITIL Foundation CompTIA A+ MCITP,MCP,CCENT would be advantageous
- Professional Memberships in Relevant Industry
Benefits
- Hybrid Remote Worker
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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