Remote Networking Support Specialist (Mikrotik Certified)

The Talent Room; Wes-Kaap; On-site; ZAR 350,000 - 520,000; Full time

Job summary

The Talent Room in South Africa seeks a skilled networking support professional to handle advanced troubleshooting, PABX configurations, and complex fault investigations. You will support enterprise networking environments with a focus on routing, VPNs, and security, while delivering high-quality customer support and clear technical guidance.

Ideal candidates have 3+ years in networking, strong communication, and the ability to work independently in a fast-paced setting.

Qualifications

• Experience in ISP, telecommunications, or enterprise networking environments.
• Voice and PABX experience, including Advanced configuration, troubleshooting, and support of telephony systems.
• Working knowledge of PortaOne platform (advantageous).
• Strong knowledge of TCP/IP, routing protocols, VPNs, and network security principles.
• Proven ability to troubleshoot and resolve complex networking issues.
• Experience working in customer support or technical escalation roles.
• Excellent communication skills with the ability to explain technical concepts clearly.
• Ability to work independently and collaboratively in a fast-paced environment.
• At least 3 Years experience working in a networking environment.
• Experience with other vendor technologies (e.g., Huawei, Ubiquiti, Fortinet).
• Strong understanding of fibre networks and wireless RF technologies.

Responsibilities

• Provide advanced troubleshooting and resolution for complex technical issues.
• Support advanced customer setups, including networking and routing configurations.
• Strive for first-time resolution of support tickets to improve customer experience and reduce repeat escalations.
• Act as an escalation point for frontline support teams, offering guidance and expertise.
• Collaborate with internal teams to identify, escape, and resolve systemic issues.
• Document troubleshooting steps, solutions, and best practices for internal knowledge sharing.
• Stay current with industry trends, technologies, and best practices in networking and routing.
• Contribute to process improvements that enhance support efficiency and service delivery.
• Fault Diagnosis and Troubleshooting.
• Remote support via Any Desk to customers.
• Ticket Management and Escalation.
• Customer Interaction and Communication.
• Call Handling and Triage.
• Timely Client Feedback.
• Communicate directly with VIP clients via WhatsApp, providing timely updates, personalized support, and proactive notifications for known issues.
• Identify recurring issues and log them for problem management or system improvement.
• Collaborate with CNOC or Core Engineering teams on complex fault investigations.
• Follow escalation matrix and maintain documentation of escalated cases for audit purposes.
• Stay up to date with product changes, network upgrades, and new troubleshooting methods.
• Ensure all actions and communications comply with company policies, SLAs, and privacy regulations (e.g., POPIA or GDPR if relevant).
• Maintain proficiency in the use of support tools including ticketing platforms, diagnostic portals, and remote access tools.

Skills

ISP networking

PABX configuration

PortaOne

TCP/IP routing

VPNs

Network security

Troubleshooting

Customer support

Communication skills

Independent worker

3+ years networking

Vendor tech

Fibre & RF

Education

Grade 12

N+ & A+ certifications

Mikrotik certification

Job description

The Talent Room in South Africa seeks a skilled networking support professional to handle advanced troubleshooting, PABX configurations, and complex fault investigations. You will support enterprise networking environments with a focus on routing, VPNs, and security, while delivering high-quality customer support and clear technical guidance.

Ideal candidates have 3+ years in networking, strong communication, and the ability to work independently in a fast-paced setting.