Smb Support Engineer

Purpose : To make our customers adore us by proactively and reactively, with urgency, acting on alerts related to area outages, whilst doing more with less through the use of automation.

Reactive monitoring, detecting, and resolving exception alerts related to outages impacting FTTH / B customers (end-users) to restore services ASAP, whilst ensuring timeous, frequent, comprehensive, and professional communication toward resolution.

Being the face of the various contracted customers, we represent when dealing with FTTH / B customers.

The scope goes beyond technical support, extending to Sales, Construction, and Billing queries or complaints.

As an ISP Engineer, you will take ownership of ISP customer service outages or degradations, ISP services support in terms of FTTH and FTTB (small / medium business) representing our business as an ISP to home users and small / medium businesses in South Africa and the United States of America, within a Call Centre environment.

You will ensure maximum service availability and performance on all core services on core FTTH / FTTB infrastructure, starting the onboarding of new customers, upgrades, and cancellations.

As a competent ISP Support Engineer, you will work in a fast-paced environment, to provide fast and efficient technical assistance on FTTH / FTTB Infrastructure as well as home and small business user support (Desktop computers, O, etc.).

An ISP Support Engineer must have good all-round technical knowledge and be able to communicate effectively to understand the incident and find a solution.

The goal is to create value for customers that will help preserve the company's reputation and business.

Key Responsibilities

1. Troubleshoot internet-related incidents, troubleshooting Fibre incidents, Wireless, as well as general desktop, email, and hosting support.
2. Ensure an exceptional "ISP experience" to FTTH / FTTB customers from inception to cancellation.
3. Participate in Escalation and Prioritization activities, ensuring that the customer incidents receive the appropriate urgency and attention.
4. Work closely with our Carrier and Connectivity Business Units pertaining to escalated infrastructure incidents within our control.
5. Escalate problems experienced within customer infrastructure, timeously, to the ISP Team Leader or Standby Team.
6. Work collaboratively with our Project team to onboard new customers.
7. Deliver exceptional service to internal and external customers, being the face of Reflex.
8. Respond and resolve all incidents in accordance with the SLA.
9. Analyze incidents, develop resolutions, and escalate timeously.
10. Thoroughly and timeously record incident information, updates, and resolution in the company ITSM, based on standard operating procedures.
11. Create or update Knowledge Base articles in our Knowledge Management System (Known Error DB or Wiki).
12. Ensure that issues are resolved in line with Reflex Policies, Processes, and ITIL best practice.
13. Provide updates to customers with regards to incidents and problems in accordance with our standards.
14. Track and manage your work via regular ticket updates.
15. Provide support pertaining to all common and general, including customer unique incidents escalated to the ISP.
16. Actively, via trending, identify and escalate any ongoing, unresolved, or business-critical problems, such as recurring incidents and Major incidents to your Team Leader, or Manager.
17. Engage and coordinate with 3rd party vendors (i.e., DFA etc.) to resolve/update open incidents.
18. Identify and suggest possible improvements on processes or systems to your Team Leader.
19. Keep up to date of modern technologies as well as Reflex SOP and Processes.
20. Assist in support, configuration, and maintenance of network devices, where required.
21. First level support of VoIP technologies to FTTH / FTTB.
22. Efficient and complete shift handover at end and start of allocated shift, ensuring around-the-clock ownership of all customer tickets.

Minimum Requirements

1. Certification as IT Technician will be an advantage.
2. A+ / N+ / CCNA / HCNA / Microsoft Certified IT Professional / Nagios / PRTG / Other Monitoring System.
3. Min 4 Years' Experience as a Mid-Level Support Engineer, within a Call Centre, specifically dealing with International customers.
4. Valid Driver's License and Own Transport.
5. Ability to work shifts.
6. Proven experience as an ISP Engineer or other customer support role.
7. Working knowledge of VoIP technology.
8. Knowledge of network cabling, network classification, and network topology.
9. Knowledge of various Operating systems, technologies, and peripherals commonly used by home users.
10. Tech-savvy with working knowledge of office automation products and remote control.
11. Ability to diagnose and resolve technical issues.
12. Proficiency in English.
13. Excellent communication skills.
14. Customer-oriented, taking complete cradle to grave ownership, and cool-tempered.
15. Able to work unsupervised.