Level 2 Service Desk Agent

A South African information and communications technology (ICT) provider thatoffers voice, data, and cloud solutions to businesses, is seekinga Level 2 Service Desk Agent to provide advanced remote technical support for their clients' VOIP and Connectivity solutions . This role involves handling incoming customer faults and requests via phone and email, applying in-depth troubleshooting, and managing complex escalations.

Responsibilities

• Advanced Support: Provide 2nd level technical support by applying advanced troubleshooting techniques to diagnose and resolve complex issues related to VOIP and network connectivity.

• Ticket Management: Receive, log, and update all service desk tickets accurately via the ticketing system, adhering to standard operating procedures.

• Escalation Management: Handle complex escalations from Level 1 agents, and further escalating unresolved issue...