ISP Support Technician – Fibre, Outages & Remote Help

RSAWEB; Cape Town; On-site; ZAR 180,000 - 320,000; Full time

Benefits offered by this job

Medical Aid/Insurance

Reduced Gap Cover

Discounted Internet Connectivity

ICAS Employee Wellness Program

Exposure to latest industry tech

Competitive work environment

Job summary

Octotel is a Cape Town-based Open Access Service Provider specializing in FTTH and FTTP connectivity. The role focuses on technical support for FNO/ISP clients, handling outages, tickets, and service requests with emphasis on reconnection/migration orders.

The candidate will engage with ISPs, manage communications on maintenance/outages, and support field technicians. A 3-year background in telecoms support is preferred with relevant certifications.

Qualifications

• Minimum 3 years in a FNO/ISP technical support environment.
• Tertiary qualification such as N+/CCNA preferred.
• Experience with CRM and service management platforms.

Responsibilities

• Email and telephone customer support.
• Triage outages and service requests.
• Outage management: escalation and follow-up.
• Process fibre reconnect/migration orders.
• Engage with ISPs regarding reconnection/migration orders.
• Manage internal communication on maintenance/outages.
• Maintenance scheduling and service audits.
• Hardware configuration and troubleshooting.
• Remote support for field technicians.
• Project reporting.
• Schedule on-site support appointments.
• Assist with other reasonable tasks.

Skills

FNO/ISP technical support

N+/CCNA

Tier 2 support

CRM platforms

Analytical troubleshooting

DNS troubleshooting

Command line tools

Stakeholder engagement

Education

Grade 12 or equivalent

N+/CCNA preferred

Tools

CRM systems

Service management platforms

Job description

Octotel is a Cape Town-based Open Access Service Provider specializing in FTTH and FTTP connectivity. The role focuses on technical support for FNO/ISP clients, handling outages, tickets, and service requests with emphasis on reconnection/migration orders.

The candidate will engage with ISPs, manage communications on maintenance/outages, and support field technicians. A 3-year background in telecoms support is preferred with relevant certifications.