Wan Service Desk Engineer

We are looking for an Engineer with WAN support experience to join our young and dynamic helpdesk team based in JHB.Description of Role: The WAN Service Desk Engineer is the first point of contact for clients with connectivity and/or Service Desk -WAN requirements. While providing the highest level of client service, the Service Desk answers incoming calls /emails and any correspondence related to support. The WAN Support team logs and tracks all information using ConnectWise, as well as use a combination of knowledge base tools and their expertise to resolve client issues on various LAN and WAN systems. Guideline:  Primary Role - 70%, Administration – 20% , Training - 10% Roles and Responsibilities:Respond to clients and responding to tickets logged within timely manner to meet defined SLA targets Proactively monitor and report on network and system outages Identifying, fault reporting trends with customer queries and escalating to Support Team Lead and/or Senior Support for recommendations on a resolution Prioritizing and managing open and pending tickets effectively Establishing a good working relationship with colleagues, customers and 3rd party vendors Adoption of Turrito IT Systems (Connectwise, IT Boost, UpTime Robot, Auvik etc)Skills and Abilities:Technical qualification – Fortinet, Microsoft, CCNA, A+, N+ Experience in Connectwise will be an advantage A minimum of 5 years' experience in troubleshooting and supporting clients (Connectivity, O365, Security Firewalls) Excellent analytical and problem-solving skills Excellent written and verbal communication skills Experience in managing 3rd party vendors Must have own transportation and a valid driver's license #J-18808-Ljbffr