Overview
Snr Network Support Engineer/Level 3 Jobs in Randburg, South Africa at Elite Search
Position: Snr Network Support Engineer (Level 3)
Location: Randburg
Job Location: Gauteng, Johannesburg
Deadline: March 19, 2025
Purpose of role
This role requires someone who is resourceful and well-organised, with excellent analytical and problem-solving skills, who is able to work effectively as part of a high-performing team with a passion and commitment to providing service excellence.
Key Duties & Responsibilities
Owning and progressing cases through to resolution by utilising available resources and expanding own knowledge.
Escalating a case in good time.
Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
Communicating cooperatively with team members, other departments, and management to deliver timely resolution of customer issues.
Documenting solutions and producing written guidance on resolution steps and procedures.
Being passionate and pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset and working closely with management to increase the level of personal skills and competence.
Self-motivation & initiative to aid your investigation process and career development.
Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support.
Ensuring root cause analysis is carried out where necessary.
Identifying training gaps in our knowledge media and recommending areas for improvement.
Actively contributing to case reduction initiatives.
Skills / Knowledge & Experience
Ability to efficiently plan and prioritise workload to meet deadlines.
Expertise or knowledge relating to a specified Keyloop product/module.
Investigation, analytical, problem-solving, and troubleshooting skills.
Excellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
Able to articulate complex problems or issues simply.
Knowledge and understanding of customer expectations.
Ability to influence and overcome objections.
Ability to interact with multiple levels of Keyloop customers and associates.
Qualifications Required
Experience of working with customers.
ERP Application support or equivalent.
Experience of supporting customers to a high level of performance, productivity, and customer satisfaction.
Understanding of the automotive industry and specialism in one business area.
Sales / Retail / Business Development experience.
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Title: Snr Network Support Engineer/Level 3
Company: Elite Search
Location: Randburg, South Africa
Category: Language/Bilingual (Technical Support)
