IMMEDIATE AVAILABILITY WILL SECURE

Key Responsibilities:

 • Telephonic technical support case troubleshooting and resolution (accurately and fast)

• Escalation of cases and customer feedback (where required)

• Assist clients with the use of our services and ensure best practice configuration

• Train clients and partners via online training methods

• Tracking and management of client trials.

• Escalation and follow-ups of technical issues

• Create FAQ's and customer help documentation

• Implementing customers to use the our service & applications

 

Essential Skills and Experience:

 

Within this corporate IT environment you will be required to have: 

• In depth TCP/IP Networking and inter networking knowledge

• Knowledge and understanding of Microsoft Exchange 2003, 2007, 2010 and 2013 and/or other mainstream messaging & collaboration platforms (Sendmail, Exim, Postfix, qmail,Domino or Groupwise)

• Server, network, and enterprise applications and/or systems integration experience

• Must be fluent in English and able to articulate technical issues clearly over the phone and in writing.

• A culture of service excellence and problem ownership

• Effective problem resolution and troubleshooting /root cause analyses skills and experience.

• A PASSION for excellent service and support!

• Experience of providing technical support to SMB and Enterprise Administrators

• Experience with Microsoft Active Directory

• Experience with email anti-spam and anti-virus solutions.

• Experience with the SMTP protocol and mail routing in general

• A background in technology and service operations

• Ability to establish and maintain effective working relationships with cross-functional teams

Working knowledge of UTMS eg Cyberoam,Fortinet Products

• Extremely strong organizational and time management skills

 

 

Qualifications:

• MCSE, MCTS, MCITP,CCNA/CCNP ,Linux qualification or equivalent is essential