Senior Network Support Specialist - Remote & Escalations

The Talent Room (Recruitment Solutions South Africa); Pretoria; Sur place; ZAR 240 000 - 360 000; Plein temps

Résumé du poste

The Talent Room (Recruitment Solutions South Africa) is seeking a Business Support Specialist to support branch operations in Cape Town and Pretoria. You will troubleshoot complex networking issues, configure advanced customer setups, and serve as an escalation point for frontline teams.

You will document fixes, stay updated on industry trends, and contribute to process improvements. Strong communication with VIP clients and adherence to SLAs are essential.

Qualifications

• Grade 12 is required.
• N+ and A+ certifications are advantageous.
• Experience in ISP, telecommunications, or enterprise networking environments preferred.

Responsabilités

• 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.
• Act as an escalation point for frontline support teams, offering guidance and expertise.
• Collaborate with internal teams to identify, elevate, 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.
• Remote support via Any Desk to customers.
• Ticket Management and Escalation.
• Customer Interaction and Communication.
• Call Handling and Triage.
• Timely Client Feedback.
• Communicate with VIP clients via WhatsApp for updates and proactive support.
• Identify recurring issues and log them for problem management or system improvement.
• Collaborate on complex fault investigations with CNOC or Core Engineering teams.

Connaissances

Networking

Troubleshooting

Communication

Customer support

Remote support

Documentation

Problem management

VIP client comms

Formation

Grade 12

N+ certification

A+ certification

Outils

PortaOne platform

Q-Contact ticketing

Diagnostic portals

Remote access tools

Description du poste

The Talent Room (Recruitment Solutions South Africa) is seeking a Business Support Specialist to support branch operations in Cape Town and Pretoria. You will troubleshoot complex networking issues, configure advanced customer setups, and serve as an escalation point for frontline teams.

You will document fixes, stay updated on industry trends, and contribute to process improvements. Strong communication with VIP clients and adherence to SLAs are essential.