FNO/ISP Support Technician - Outage & Connectivity

RSAWEB; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Octotel is an established Open Access Service Provider, specializing in FTTH/FTTB connectivity. We are Cape Town’s largest Open Access Network, delivering fibre services to homes and businesses via a broad range of providers.

We are seeking a capable Support Technician to manage email and telephone customer support, triage outages, process fibre reconnects/migrations, and liaise with ISPs to ensure smooth reconnection service orders. Remote troubleshooting and CRM familiarity are advantageous.

Qualifications

• Minimum 3 years in a FNO/ISP technical support environment.
• N+/CCNA or equivalent qualification preferred.
• Tier 2 or higher support experience in FNO/ISP/Telecoms is advantageous.
• Comfortable with CRM and service management platforms.
• Analytical troubleshooting and network connectivity skills.

Responsibilities

• Email and telephone customer support and service management in the FNO/ISP/Telecoms industry.
• Triage and prioritisation of outages, tickets and service requests.
• Outage management: Escalation and customer follow-up.
• Processing of fibre reconnect/migration orders.
• Engagement with ISPs regarding reconnection/migration service orders.
• Scheduling and maintenance of appointment calendars and service audits.
• Hardware configuration and troubleshooting; remote support for on-site technicians.

Skills

Networking

DNS

Troubleshooting

CRM systems

Stakeholder management

Education

N+/CCNA

Grade 12 or equivalent

Tools

Telnet

Netstat

Tracert

Ping

Job description

Octotel is an established Open Access Service Provider, specializing in FTTH/FTTB connectivity. We are Cape Town’s largest Open Access Network, delivering fibre services to homes and businesses via a broad range of providers.

We are seeking a capable Support Technician to manage email and telephone customer support, triage outages, process fibre reconnects/migrations, and liaise with ISPs to ensure smooth reconnection service orders. Remote troubleshooting and CRM familiarity are advantageous.