Technical Support Agent - Queenstown

Placements24; Queenstown (MD); On-site; USD 14,000 - 22,000; Full time

Benefits offered by this job

Competitive starting salary with |

Full training on company products and

Medical aid and provident fund after

Stable Queenstown office environment

Growth-oriented company

Job summary

Placements24 is seeking a Technical Support Agent to join our on-site team in Queenstown, Eastern Cape. You will handle first-level support for broadband, Wi‑Fi, and hardware, guiding customers through setup and basic troubleshooting.

A 1–2 year background in telecom or IT helps you resolve issues quickly and clearly communicate solutions. You’ll work with the team to improve processes, maintain ticket records, and promote best practices in network security.

Qualifications

• 1–2 years of technical support or helpdesk experience.
• Solid understanding of TCP/IP, DNS, DHCP, and Wi‑Fi.
• Excellent verbal communication and active listening.
• Ability to explain technical issues clearly to non-technical users.
• Comfort with on-site and office environment teamwork.

Responsibilities

• Provide first-level technical support for broadband, Wi-Fi, and equipment.
• Diagnose and resolve issues via phone and in-person assistance.
• Guide customers through setup and basic troubleshooting steps.
• Escalate complex issues to higher-level support teams when necessary.
• Maintain accurate records in the ticketing system.
• Assist with installation and setup of new customer equipment on-site.
• Collaborate with team members to share knowledge and improve support processes.

Skills

Networking basics

TCP/IP DNS DHCP

Customer service

Communication skills

Education

High school diploma or equivalent

CompTIA A+ certification

Job description

About the Role

Our client, a growing telecommunications provider, is seeking a motivated Technical Support Agent to join their operational team in Queenstown, Eastern Cape . This role is essential for providing reliable technical assistance to our customers, ensuring seamless connectivity and service delivery. You will be the first line of defense in resolving technical issues related to internet services, network connectivity, and hardware. This is an excellent opportunity for a technically inclined individual to contribute to a vital service in the Queenstown community and the wider Eastern Cape region. The position requires a full-time commitment on-site, fostering direct team collaboration and ensuring prompt customer support.

Key Responsibilities

• Provide first-level technical support and troubleshooting for customer issues related to broadband internet, Wi‑Fi, and associated equipment.
• Diagnose and resolve common technical problems via phone and in‑person assistance.
• Guide customers through setup processes, configuration, and basic troubleshooting steps.
• Escalate complex technical issues to higher‑level support teams when necessary.
• Maintain accurate records of customer interactions, issues, and resolutions in the ticketing system.
• Educate customers on best practices for network security and equipment maintenance.
• Respond to customer inquiries in a timely and professional manner, aiming for high satisfaction rates.
• Assist with the installation and setup of new customer equipment on‑site when required.
• Collaborate with team members to share knowledge and improve support processes.
• Contribute to maintaining the company's reputation for reliable service in Queenstown.

Requirements

• High school diploma or equivalent required; a technical certification (e.g., CompTIA A+) is a strong advantage.
• Previous experience (1-2 years) in a technical support or helpdesk role, preferably in telecommunications or IT.
• Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, and Wi‑Fi protocols.
• Excellent verbal communication and active listening skills.
• Ability to explain technical issues clearly and concisely to non‑technical users.
• Strong problem‑solving skills and a logical approach to troubleshooting.
• Customer‑focused attitude with a passion for helping people resolve their technical challenges.
• Ability to work independently and as part of a team in an office environment.
• Must be reliable and punctual for on‑site work in Queenstown, Eastern Cape.
• Basic knowledge of telecommunications hardware and software.

Benefits

• Our client offers a competitive starting salary with opportunities for performance‑based increases.
• Full training on company products and services will be provided.
• Employees are eligible for medical aid and a provident fund after the probationary period.
• This position is based in our Queenstown, Eastern Cape office, offering a stable work environment.
• Join a growing company that is essential to the connectivity of the region and values its employees' contributions.