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 issues efficiently to higher-level internal expertise. Coordination: Arrange on-site technical assistance by generating requests to the Centracom Technicians Department when remote resolution is not possible. Communication: Ensure frequent, timely feedback is provided to customers and maintain a customer-centric focus. Ad-Hoc: Action requests delegated by the Service Desk Manager. Minimum Requirements Technical Certifications: N+ or A+ certification required. VOIP and/or Networking certifications are beneficial. Experience: Minimum 2 years’ experience in a technical role, preferably in a Telecoms/IT Help Desk or Service Desk environment. Domain Expertise: Proven experience with VOIP, Hosted PBX , and Networking . Specific experience with Mikrotik (Router OS) is highly advantageous. Benefits Competitive salary based on experience (salary can potentially be more based on experience/skills) IFyou meet the above requirements and want to make a career-changing move, apply today by emailing your CV to #J-18808-Ljbffr