As a 3rd Line Support Engineer, you will support and fault / problem manage including ISP related services such as Connectivity(Fibre/Wireless), SD-WAN, MPLS, Voice (Cloud PBX and SIP), Hosting, Security,APN etc. The 3rd Line Support Engineer has the ability to troubleshoot and action Service Requests/changes at a higher complexity level to that of the 2nd Line Support Engineer. You will take over incidents which cannot be resolved by the 2nd Line tier Support team. If necessary, the engineer will request external support,e.g. from Vendors or 3rd party suppliers. If no resolution can be found, the 3rd Line Support Engineer passes on the Incident to Netops. You will be required to perform periodic telephonic, email and ticket duty on the service desk, providing 3rd line support to customers. Higher levels of vendor and technology certification are required. Produce knowledge articles and information to be distributed amongst the team. Always promote the company through professionalism, service excellence, and the white-glove service we are industry renowned for. The 3rd Line Support Engineer is critical in ensuring the smooth operation of an organization's IT infrastructure. They provide advanced support, mentor junior staff, manage complex projects, and ensure the security and compliance of IT systems. This position requires a deep technical skill set, excellent problem-solving abilities, and the ability to handle high-pressure situations effectively. 1 Support Calls: - Ensure that you assist 2nd line Support with all support calls that failover from the Support Service Desk. Ensure that the customer.does not wait on the line for someone to answer the call - To handle incoming technical support incidents, requests and changes - Always create a support ticket even if the issue is not resolved on the call, we need to track all support tickets. - Call customers to clarify incidents and service requests when tickets are logged. - Call customers with open or pending tickets to supply feedback to the customer, as well as to get additional information. - MTTR on tickets are met according to SLA - Analyze issues and performance problems that impact the ability to conduct business Break/Fix Support. - Handle incident and service requests and resolve within the agreed ServiceLevel Agreement. Zendesk Tickets: ● Respond to high-priority incidents and service requests. ● Work with 1st and 2nd line support teams to ensure timely resolution of issues. ● Document incidents, solutions, and changes in a detailed and clear manner. 2 Priority Updates P 1- Urgent Ensure that the Support tickets are updated every 30 minutes P 2 - High Ensure that the Support tickets are updated every hour P 3 - Medium Ensure that the Support tickets are updated minimum of twice daily P 4 - Low Ensure that the Support tickets are updated daily Escalations: - Escalate tickets to the relevant vendor or internal resource in a timely manner. - Assist first lines support engineer with Tickets and escalations where required. - Ensure that escalations to Netops follow the correct process and all relevant information is shared with the Netops Engineer. MAC's (Moves Additions Changes): - Ensure that you are aware and understand the impact that the change will have to the customer's solution when making changes. - Ensure customers are aware of any business impacting changes Calendar: - Ensure future tasks are scheduled with a reminder set. Weekly Responsibilities ZenDesk - - Ensure that all long standing tickets for the week are updated and closed off, if completed. - Ensure that Triggers are cleaned up for the weekend After hours staff - Pending tickets - Ensure that you call the customer and confirm that the ticket has been resolved so that you can close off the ticket before the weekend - Try to close off all tickets for the week - Assist, train and mentor 1st and 2nd Line Support Engineers 3 Handovers: - Ensure Handovers are completed and signed off. - If handed back to Installs please follow up and detail issues on the handover. Monthly Responsibilities Expense Claim Submissions: - Submit expense claims for the month with relevant receipts. - Submit after hours claims before 20th of the month After Hours Support: - Ensure that you are aware of when you will be doing after hours support,(not checking the roster is no excuse) - Ensure that you are available and ready to assist the customer whilst on after hours support - Ensure that you escalate accordingly after hours when needed - Ensure that any open queries for the next day are handed over for the morning shift and attended to - Ensure that you inform your manager when you have received a non impacting after hours call that you actioned, so that this can be addressed with the Third Party After Hours Vendor Annual Responsibilities Training: - Keep up to date with current tech changes and trends - Ensure that certifications are renewed - Continue to certify in order to upskill - Leverage Senior people in the business to upskill and keep relevant on new technologies within Saicom. - Continuously training the Support team on new and relevant product and technologies changes - Document and share knowledge Leave: - Ensure that when you have taken leave, that you hand over all tickets under your name. - Ensure that you make arrangements for someone to fill in for you if you are unable to do after hours Support. 4 Ad Hoc: - In some cases, your Manager, and or a Manco/Exec member might assign certain Ad Hoc tasks that fall outside of the above Roles and responsibilities, these tasks must be actioned and completed. - Client satisfaction and user communications - Create installation and troubleshooting documentation, when necessary. - Prepare and produce root cause analysis reports. - Participate in 24/7 support and on-call rotation, including incident management duties. - Act as a point of contact for all customer escalations. - Ensure that tickets are taken on using Handover Process from Installs and Support Security and Compliance: ● Ensure all systems and applications adhere to security policies and procedures. ● Conduct regular security audits and vulnerability assessments. ● Implement security patches and updates in a timely manner. Vendor and Stakeholder Management: ● Liaise with external vendors and service providers for technical support and maintenance. ● Manage relationships with key stakeholders, ensuring their technical requirements are met. ● Coordinate with other departments to align IT infrastructure with business goals. Continuous Improvement: ● Identify opportunities for improving IT processes and systems. ● Implement automation and efficiency-enhancing tools and techniques. ● Stay updated with the latest technology trends and advancements. 5 Compliance and Documentation: ● Ensure compliance with industry standards and regulatory requirements. ● Maintain detailed documentation of systems, processes, and procedures As a 3rd Line Support Engineer, you will support and fault / problem manage solutions including ISP related services such as Connectivity(Fibre/Wireless), SD-WAN, MPLS, Voice (Cloud PBX and SIP), Hosting, Security,APN etc. The 3rd Line Support Engineer has the ability to troubleshoot and action Service Requests/changes at a higher complexity level to that of the 2nd Line Support Engineer. You will take over incidents which cannot be resolved by the 2nd Line tier Support team. If necessary, the engineer will request external support,e.g. from Vendors or 3rd party suppliers. If no resolution can be found, the 3rd Line Support Engineer passes on the Incident to Netops. You will be required to perform periodic telephonic, email and ticket duty on the service desk, providing 3rd line support to customers. Higher levels of vendor and technology certification are required. Produce knowledge articles and information to be distributed amongst the team. Always promote the company through professionalism, service excellence, and the white-glove service we are industry renowned for. The 3rd Line Support Engineer is critical in ensuring the smooth operation of an organization's IT infrastructure. They provide advanced support, mentor junior staff, manage complex projects, and ensure the security and compliance of IT systems. This position requires a deep technical skill set, excellent problem-solving abilities, and the ability to handle high-pressure situations effectively. 1 Support Calls: - Ensure that you assist 2nd line Support with all support calls that failover from the Support Service Desk. Ensure that the customer.does not wait on the line for someone to answer the call - To handle incoming technical support incidents, requests and changes - Always create a support ticket even if the issue is not resolved on the call, we need to track all support tickets. - Call customers to clarify incidents and service requests when tickets are logged. - Call customers with open or pending tickets to supply feedback to the customer, as well as to get additional information. - MTTR on tickets are met according to SLA - Analyze issues and performance problems that impact the ability to conduct business Break/Fix Support. - Handle incident and service requests and resolve within the agreed ServiceLevel Agreement. Zendesk Tickets: ● Respond to high-priority incidents and service requests. ● Work with 1st and 2nd line support teams to ensure timely resolution of issues. ● Document incidents, solutions, and changes in a detailed and clear manner. 2 Priority Updates P 1- Urgent Ensure that the Support tickets are updated every 30 minutes P 2 - High Ensure that the Support tickets are updated every hour P 3 - Medium Ensure that the Support tickets are updated minimum of twice daily P 4 - Low Ensure that the Support tickets are updated daily Escalations: - Escalate tickets to the relevant vendor or internal resource in a timely manner. - Assist first lines support engineer with Tickets and escalations where required. - Ensure that escalations to Netops follow the correct process and all relevant information is shared with the Netops Engineer. MAC's (Moves Additions Changes): - Ensure that you are aware and understand the impact that the change will have to the customer's solution when making changes. - Ensure customers are aware of any business impacting changes Calendar: - Ensure future tasks are scheduled with a reminder set. Weekly Responsibilities ZenDesk - - Ensure that all long standing tickets for the week are updated and closed off, if completed. - Ensure that Triggers are cleaned up for the weekend After hours staff - Pending tickets - Ensure that you call the customer and confirm that the ticket has been resolved so that you can close off the ticket before the weekend - Try to close off all tickets for the week - Assist, train and mentor 1st and 2nd Line Support Engineers 3 Handovers: - Ensure Handovers are completed and signed off. - If handed back to Installs please follow up and detail issues on the handover. Monthly Responsibilities Expense Claim Submissions: - Submit expense claims for the month with relevant receipts. - Submit after hours claims before 20th of the month After Hours Support: - Ensure that you are aware of when you will be doing after hours support,(not checking the roster is no excuse) - Ensure that you are available and ready to assist the customer whilst on after hours support - Ensure that you escalate accordingly after hours when needed - Ensure that any open queries for the next day are handed over for the morning shift and attended to - Ensure that you inform your manager when you have received a non impacting after hours call that you actioned, so that this can be addressed with the Third Party After Hours Vendor Annual Responsibilities Training: - Keep up to date with current tech changes and trends - Ensure that certifications are renewed - Continue to certify in order to upskill - Leverage Senior people in the business to upskill and keep relevant on new technologies within Saicom. - Continuously training the Support team on new and relevant product and technologies changes - Document and share knowledge Leave: - Ensure that when you have taken leave, that you hand over all tickets under your name. - Ensure that you make arrangements for someone to fill in for you if you are unable to do after hours Support. 4 Ad Hoc: - In some cases, your Manager, and or a Manco/Exec member might assign certain Ad Hoc tasks that fall outside of the above Roles and responsibilities, these tasks must be actioned and completed. - Client satisfaction and user communications - Create installation and troubleshooting documentation, when necessary. - Prepare and produce root cause analysis reports. - Participate in 24/7 support and on-call rotation, including incident management duties. - Act as a point of contact for all customer escalations. - Ensure that tickets are taken on using Handover Process from Installs and Support Security and Compliance: ● Ensure all systems and applications adhere to security policies and procedures. ● Conduct regular security audits and vulnerability assessments. ● Implement security patches and updates in a timely manner. Vendor and Stakeholder Management: ● Liaise with external vendors and service providers for technical support and maintenance. ● Manage relationships with key stakeholders, ensuring their technical requirements are met. ● Coordinate with other departments to align IT infrastructure with business goals. Continuous Improvement: ● Identify opportunities for improving IT processes and systems. ● Implement automation and efficiency-enhancing tools and techniques. ● Stay updated with the latest technology trends and advancements. 5 Compliance and Documentation: ● Ensure compliance with industry standards and regulatory requirements. ● Maintain detailed documentation of systems, processes, and procedures Desired Experience & Qualification Proficiency in network routing and switching protocols (e.g., BGP, OSPF, VLANs, STP) and voice technologies such as VoIP, SIP, and unified communications. ● Strong understanding of network security principles and best practices, including firewall configuration, VPN implementation, and threat mitigation strategies. ● Hands-on experience with network and voice hardware and software from leading vendors, such as Cisco, Juniper, Avaya, Microsoft, and others. ● Excellent analytical and problem-solving skills, with the ability to troubleshoot complex network and voice issues and drive resolution to completion. ● Outstanding communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders and influence decision-making. ● Relevant certifications such as CCNP (Cisco Certified Network Professional), CCVP (Cisco Certified Voice Professional), or equivalent are highly desirable. ● Demonstrated leadership abilities, with a proven track record of successfully leading network and voice projects and delivering exceptional results for clients. ● Ability to work independently, manage multiple client engagements concurrently, and thrive in a dynamic, client-focused environment. ● Availability for occasional travel to client sites and participation in after-hours support and on-call rotations as needed. . R60-R45k pm Apply Now

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