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 Provide Level I and Level II troubleshooting support assistance for our South African and global customer base.  Assisting clients with technical queries on site, remotely or telephonically  Maintenance as per maintenance checklist for allocated clients, on site or remotely  Preparation, testing and installation of new Voice Logger systems  Attending Site Inspections or call outs when required  Fault finding, troubleshooting and testing of new software releases  Repairs and maintenance on existing installed Voice Loggers  Fault finding, troubleshooting and testing of all Voice Logger systems  Support of Microsoft, Linux and Google software  Reacting and attending to all system Alerts when received  Daily Alert checks as allocated  May be required to work flexi time when needed to accommodate our US EST, UK, Africa and Australian operations.  Track and document tickets via our Zendesk program.  Attend to assigned Zendesk Helpdesk tickets  Monitor Network health and create work-orders in Zendesk to address problems of user requests.  Ensure that all Zendesk help desk calls are treated with the utmost courtesy, and they are quickly and effectively resolved.  Assist with the training and orientation of customers’ new user staff.  Work closely with other members of the support team, Product Management, and R&D to troubleshoot and resolve issues or feature requests as they arise.  Act as a member of the “Live Chat” team and assist and resolve technical questions or issues as they arise. GENERAL Ensuring all technical or other requests made to you by your senior engineers, are dealt with immediately and efficiently at all times such as, but not exclusive to;  ensure all calls are logged in Helpdesk before responding to them  ensure all calls allocated are completed within the SLA response times of each client  ensure calls are completed 100% before closure  assist with the maintenance of Helpdesk  assist fellow colleagues whenever required to.  assist in workshop as and when required.  Quality checking of all work done  Ensuring communication levels with colleagues, management and clients are kept at the highest level at all times.  Keep our image of the highest standard and report all foreseeable problems or issues to management before reporting to the client.  Ensure you are fully aware and in control on all aspects of duties assigned to you.  Be proactive and show high levels of maturity and good time keeping at all times.  Any other duties that may be assigned to you from time to time. Apply Now

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