First-Line Network Support Specialist

The Talent Room; Gauteng; On-site; ZAR 150,000 - 230,000; Full time

Job summary

The Talent Room is seeking a Technical Support Agent to provide friendly first-line and core advanced support for internet connectivity issues, routers, VOIP, and related hardware. You will assist customers across channels and strive for first-call resolution.

Responsibilities include troubleshooting using tools like ping and tracert, recording requests in the ticketing system, escalating unresolved issues, and supporting field technicians.

Qualifications

• Analytical thinking and problem-solving abilities.
• Strong customer service and interpersonal skills.
• Excellent written and verbal communication.
• Experience with networking concepts (TCP/IP, DNS, DHCP) is beneficial.

Responsibilities

• Provide first-call resolution across multiple channels.
• Troubleshoot WAN and customer-side issues with diagnostic tools.
• Record requests in the ticketing system; escalate when needed.
• Monitor and respond to messages via Teams/WhatsApp.
• Support field technicians remotely and communicate clearly.
• Attend team MOS meetings and contribute to knowledge sharing.

Skills

Analytical thinking

Customer service

Communication skills

Time management

Independent worker

Technical aptitude

Problem solving

Education

Grade 12 / Senior Certificate

N+ & A+ certification

ICT qualification (incl. MTCNA)

CCNA advantageous

Tools

Mikrotik

Cambium

Ubiquiti

Totolink

TP-Link

Microsoft Office

Job description

The Talent Room is seeking a Technical Support Agent to provide friendly first-line and core advanced support for internet connectivity issues, routers, VOIP, and related hardware. You will assist customers across channels and strive for first-call resolution.

Responsibilities include troubleshooting using tools like ping and tracert, recording requests in the ticketing system, escalating unresolved issues, and supporting field technicians.