Support Desk Agent

Level Up - Your Talent Partner; Johannesburg; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Level Up - Your Talent Partner is seeking a customer-focused Support Desk Agent to provide first-line technical support for fibre, Wi‑Fi, internet connectivity, routers, ONTs and VoIP in Johannesburg. You will log accurate tickets and escalate complex faults to the appropriate teams.

This hands-on role requires practical troubleshooting, strong customer service, and precise administration. You will use Excel, Outlook and CRM systems to monitor and resolve issues, keeping customers informed at

Qualifications

• 2-4 years in customer or technical support (ISP/telecom)
• Experience handling queries via phone, email, CRM, WhatsApp or ticketing systems
• Practical experience with basic internet connectivity troubleshooting
• Experience with support tickets, customer updates and escalation processes
• Strong MS Office skills, particularly Outlook and Excel

Responsibilities

• Provide first-line technical support via phone, email, WhatsApp, CRM and ticketing systems.
• Assist customers with internet connectivity, Wi‑Fi, routers, ONTs, VoIP and general telecommunications queries.
• Troubleshoot common issues including no connectivity, slow internet speeds, Wi‑Fi problems, router or ONT connectivity.
• Guide customers clearly through basic troubleshooting procedures.
• Determine whether faults relate to the customer, device, router, service or provider/network.
• Escalate unresolved or complex issues to the appropriate internal team, network provider, field technician or NOC team.
• Log customer queries accurately on the relevant CRM or ticketing system.
• Maintain clear troubleshooting notes, customer communications and next steps on tickets.
• Monitor open tickets and follow up through to resolution.
• Prioritise queries according to urgency, customer impact and internal processes.
• Keep customers informed throughout the support process.
• Perform basic checks involving device power, ONT/router lights, cabling, Wi‑Fi credentials, router reboots, LAN connections, speed tests, device connectivity and area outages.
• Support basic router setup and connectivity checks.
• Identify faults requiring deeper technical investigation or on‑site assistance.
• Maintain accurate customer records.
• Update internal trackers and support documentation.
• Assist with basic reporting on faults, activations, service issues and customer queries.
• Work across Microsoft Excel, Outlook, CRM systems, ticketing systems and internal portals.
• Collaborate with operations, technical teams, field technicians, network providers and customer‑facing departments.
• Assist with service activations, installations and customer go‑live support where required.

Skills

Customer service

Communication

Problem solving

Attention to detail

Multitasking

Teamwork

Ownership

Tools

Microsoft Excel

Microsoft Outlook

CRM systems

Job description

Our client is seeking a customer-focused Support Desk Agent to provide first-line technical support to residential and business customers. The role involves troubleshooting common fibre, Wi-Fi, internet connectivity, router, ONT and telecommunications issues, maintaining accurate support tickets and escalating more complex faults to the appropriate technical teams.

This is a hands‑on support desk role requiring practical troubleshooting ability, strong customer service and accurate administration.

Key Responsibilities

• Provide first-line technical support via phone, email, WhatsApp, CRM and ticketing systems.
• Assist customers with internet connectivity, Wi‑Fi, routers, ONTs, VoIP and general telecommunications queries.
• Troubleshoot common issues including no connectivity, slow internet speeds, Wi‑Fi problems, router or ONT connectivity, device connection problems and basic VoIP queries.
• Guide customers clearly through basic troubleshooting procedures.
• Determine whether faults relate to the customer, device, router, service or provider/network.
• Escalate unresolved or complex issues to the appropriate internal team, network provider, field technician or NOC team.
• Log customer queries accurately on the relevant CRM or ticketing system.
• Maintain clear troubleshooting notes, customer communications and next steps on tickets.
• Monitor open tickets and follow up through to resolution.
• Prioritise queries according to urgency, customer impact and internal processes.
• Keep customers informed throughout the support process.
• Perform basic checks involving device power, ONT/router lights, cabling, Wi‑Fi credentials, router reboots, LAN connections, speed tests, device connectivity and area outages.
• Support basic router setup and connectivity checks.
• Identify faults requiring deeper technical investigation or on‑site assistance.
• Maintain accurate customer records.
• Update internal trackers and support documentation.
• Assist with basic reporting on faults, activations, service issues and customer queries.
• Work across Microsoft Excel, Outlook, CRM systems, ticketing systems and internal portals.
• Collaborate with operations, technical teams, field technicians, network providers and customer‑facing departments.
• Assist with service activations, installations and customer go‑live support where required.

Minimum Requirements

• 2-4 years' experience in a customer support, technical support, ISP, telecommunications, fibre or helpdesk environment.
• Experience handling customer queries through phone, email, CRM, WhatsApp or ticketing systems.
• Practical experience with basic internet connectivity troubleshooting.
• Experience working with support tickets, customer updates and escalation processes.
• Strong Microsoft Office skills, particularly Outlook and Excel.
• Ability to work on‑site in Bryanston.
• Willingness to work within a structured support desk environment.

Advantageous Experience

• Exposure to fibre, Wi‑Fi, routers, ONTs, VoIP or telecommunications services.
• Previous ISP, fibre, FNO, telecommunications or connectivity support experience.
• FTTH customer support experience.
• Experience using CRM or ticketing systems.
• Basic router configuration experience.
• Exposure to DNS, DHCP, PPPoE, IP addressing or Wi‑Fi troubleshooting.
• Experience using network provider portals or checking outage information.
• Experience coordinating with field technicians or network teams.

Key Competencies

• Strong customer service orientation.
• Clear and professional communication.
• Patience when assisting frustrated customers.
• Practical problem‑solving ability.
• Strong attention to detail.
• Ability to follow troubleshooting procedures and internal processes.
• Strong administration and documentation skills.
• Ability to multitask in a busy support environment.
• Willingness to develop technical knowledge.
• Reliability and punctuality.
• Team orientation.
• Ability to take ownership of queries through to resolution or appropriate escalation.