Response Center Engineer I

Response Center Engineer I

> Prime System Solutions · Johannesburg, South Africa · Full-time · Posted 2026-05-21

**Workplace:** on_site

**Department:** Internal

Description

**Role Overview**

The Response Center Engineer is the first line of response for incoming customer issues, ensuring timely and effective resolution of tickets and queries. This level requires a high level of technical expertise combined with exceptional communication skills to deliver outstanding customer experience.

**Experience Level**

_Needs help often with more complex tickets; working towards independent resolution with manager guidance._

**Key Responsibilities**

1. **Reactive Support:** Address incoming customer tickets and calls with guidance, providing effective solutions for straightforward issues. Escalates complex issues appropriately.

2. **Ticket Ownership:** Pull tickets off the support board and follow through to resolution, seeking assistance when needed for complex problems.

3. **Communication:** Maintain clear communication with clients throughout the ticket lifecycle, keeping them informed of progress.

4. **Customer Experience:** Handle each customer interaction professionally, aiming for high customer satisfaction.

5. **Documentation:** Contribute to and improve client documentation under guidance.

**Ticket Hygiene:** Accurately select agreements, Type/Subtype/item, and statuses for all assigned tickets.

Requirements

**Required Skills & Certifications**

**Certifications Required**

• Relevant Microsoft Certification (determined in collaboration with manager)

• Networking Fundamentals

• Network+ (CCNA as option)

**Soft Skills**

• Good customer service and communication skills

• Ability to troubleshoot and support client issues with some assistance for complex issues

• Good time management skills Low level desktop support engineering — apps and performance

**Technical Skills**

• Low level cloud service support (e.g., O365 SharePoint, Gmail/Google Apps)

• Basic Network Troubleshooting

• Basic DNS and DHCP Troubleshooting

• Basic server support

**Success Metrics**

Performance in this role is measured through the following key performance indicators:

1. **Customer Ticket Engagement:** Average of 5.6 hours/day (70% of time) dedicated to customer tickets (NC/NB/B).

2. **Billable Time Utilization:** Average of 4.4 billable hours/day (55% billable time).

3. **Ticket Resolution:** Close an average of 5 tickets per day.

4. **Call Handling:** Answer between 3–6 calls per day.

5. **Service Level — Calls:** Answer calls before they hit 5 minutes of queue time.

6. **Service Level — Tickets:** Pick up and begin working on tickets within 1 hour of assignment.

Apply

[Apply at Prime System Solutions](https://apply.workable.com/prime-system/j/CEAD3B11B4/apply)

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