1st-Line Tech Service Desk Agent

RSAWEB; South Africa; On-site; ZAR 180,000 - 320,000; Full time

Benefits offered by this job

Medical Aid contribution

Medical Insurance

Retirement Annuity contribution

Discounted Internet connectivity

Free barista coffee, breakfasts and sn

snacks

Job summary

RSAWEB, a South African ISP, invites applications for a 1st Line Service Desk role. The successful candidate will troubleshoot broadband, FTTH/FTTB, WiFi, LTE, domains and hosting issues, while maintaining high customer satisfaction and first-contact resolution.

We value reliability, strong communication, and the ability to work shifts and standby as part of our service-focused team in South Africa.

Qualifications

• Completed grade 12.
• 5 years' experience providing Technical Support in a Service Desk.
• 5 years troubleshooting FTTH, FTTB, LTE, Broadband, WiFi, Domains, Hosting and ADSL.
• At least 2-years experience within an ISP/Telecoms environment.
• Strong understanding of ISP/Telecoms networks.
• Comfortable with shift work and standby.

Responsibilities

• Responding to queries via phone, email or live chat.
• Taking ownership of customer issues and following standard service desk procedures.
• Troubleshooting and diagnosing issues with FTTH, WiFi, Broadband, LTE, Domains, Hosting Services and ADSL.
• Providing efficient and effective support to achieve a high rate of first-time resolution.
• Following up with customers to ensure full resolution of the problem.
• Ensure internal and external ticket communication is carried out in a professional and timely manner.
• Escalation of relevant incidents beyond 1st line support.
• Adhere to shift roster and standby requirements.
• And any other reasonable task.

Skills

Customer service

Troubleshooting

Shift work

Networking basics

Communication

Education

Grade 12

Tools

Ticketing system

Cisco/Juniper knowledge

Job description

RSAWEB, a South African ISP, invites applications for a 1st Line Service Desk role. The successful candidate will troubleshoot broadband, FTTH/FTTB, WiFi, LTE, domains and hosting issues, while maintaining high customer satisfaction and first-contact resolution.

We value reliability, strong communication, and the ability to work shifts and standby as part of our service-focused team in South Africa.