Support Service Centre Agent

Metacom; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Pension

Group Life Cover

Medical Aid

Job summary

Metacom is seeking a Support Service Centre Agent to deliver high-quality technical and customer support to clients and internal teams. The role focuses on investigating offline routers, WAN outages, and last-mile connectivity failures (Fibre, LTE, Wireless).

You will be the first point of contact for clients, delivering prompt resolutions aligned with SLAs. Requirements include a minimum of 1 year ISP experience, proven router/WAN troubleshooting, TCP/IP basics, VPN connectivity, and Fibre/LTE

Qualifications

• Minimum 1 year experience in an ISP environment.
• Proven experience troubleshooting routers and WAN links.
• Solid understanding of TCP/IP, VPN connectivity and basic routing.

Responsibilities

• Investigate and troubleshoot offline routers and connectivity outages.
• Perform first-line VPN and routing checks.
• Liaise with Last Mile Providers (Openserve, Frogfoot, Octotel, MetroFibre).
• Log detailed tickets and maintain accurate documentation.
• Monitor alerts and identify potential service impact.
• Escalate to Level 2/NOC when required.
• Provide professional updates to internal teams and clients.

Skills

ISP experience

Router troubleshooting

VPN connectivity

TCP/IP fundamentals

Fibre and LTE technologies

Communication skills

Ticketing systems

Freshdesk/Jira

SNMP tools

Education

CompTIA Network+ Certification

Tools

Freshdesk

Jira

Job description

Are you a team player with passion and drive, adding a solution-orientated and positive mindset – then consider Metacom as an employer of choice.

The Support Service Centre Agent is responsible for providing high-quality technical and customer support to Metacom’s clients and internal teams. This role focuses on investigating offline routers, WAN outages, and last-mile connectivity failures (Fibre, LTE, Wireless). With prior ISP experience and understanding the urgency and structure of a fast-paced network operations environment. The agent serves as the first point of contact for client queries, delivering prompt resolutions and exceptional service aligned with company standards and service-level agreements (SLAs).

Key Responsibilities:

• Investigate and troubleshoot offline routers and connectivity outages
• Perform first-line VPN and routing checks
• Liaise with Last Mile Providers (Openserve, Frogfoot, Octotel, MetroFibre, etc.)
• Log detailed tickets and maintain accurate documentation
• Monitor alerts and proactively identify potential service impact
• Escalate appropriately to Level 2 / NOC when required
• Provide professional updates to internal teams and clients

Qualifications and Experience:

• Minimum 1 year experience in an ISP environment (non-negotiable)
• Proven experience troubleshooting routers and WAN links
• Solid understanding of:
  
  • TCP/IP fundamentals
  • VPN connectivity
  • Basic routing concepts
  • Fibre and LTE technologies
• Strong fault-finding ability
• Excellent written and verbal communication skills

Preferred Qualifications:

• CompTIA Network+ Certification
• Experience with network monitoring platforms
• Familiarity with ticketing systems (Freshdesk, Jira, etc.)
• Exposure to SNMP tools or basic CLI troubleshooting

Key Skills and Competencies:

• Strong communication and interpersonal skills.
• Excellent analytical and troubleshooting abilities.
• Proficiency in Microsoft Office and CRM/ticketing systems.
• Ability to multitask, prioritize, and work under pressure.
• Customer-focused mindset with a commitment to service excellence.
• Team-oriented with a proactive and positive attitude.

Additional Information:

• Agents may be required to perform additional duties during high-demand periods, leave cover, or month-end activities.
• Agents will be required to work shifts.
• This role requires flexibility, attention to detail, and a commitment to continuous improvement in a fast-paced technical environment.

Metacom offers a highly rewarding role with substantial growth opportunities, as well as exciting benefits - Pension, Group Life Cover, Medical Aid and more.