Remote Tier 2 Channel Support Engineer

Herotel; Pretoria; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A telecommunications service provider in South Africa is seeking a Channel Support Agent - Tier 2. This role involves assisting clients with escalations related to internet connectivity, providing advanced troubleshooting and support on network-related queries using Mikrotik and Cambium hardware. The ideal candidate will have excellent customer service skills and the ability to work under pressure. This position offers flexibility with both remote and in-person work options.

Qualifications

• Excellent grasp of routing and switching.
• Ability to work quickly and under pressure.
• Previous experience at an ISP will be advantageous.

Responsibilities

• Provide support via telephone, WhatsApp and e-mail.
• Resolve faults presented according to Support SLA timelines.
• Escalate complex queries to Team Leader.

Skills

Knowledge of WiFi routers

Understanding of TCP/IP

Customer service skills

Problem-solving skills

Strong Communication skills

Education

Grade 12 / Senior Certificate

MTCNA

A+ Certification

Tools

Mikrotik

Cambium

Ubiquiti

Job description

A telecommunications service provider in South Africa is seeking a Channel Support Agent - Tier 2. This role involves assisting clients with escalations related to internet connectivity, providing advanced troubleshooting and support on network-related queries using Mikrotik and Cambium hardware. The ideal candidate will have excellent customer service skills and the ability to work under pressure. This position offers flexibility with both remote and in-person work options.