Support Technician

RSAWEB; Cape Town; On-site; ZAR 180,000 - 320,000; Full time

Benefits offered by this job

Medical Aid/Insurance

Reduced Gap Cover

Discounted Internet Connectivity

ICAS Employee Wellness Program

Exposure to latest industry tech

Competitive work environment

Job summary

Octotel is a Cape Town-based Open Access Service Provider specializing in FTTH and FTTP connectivity. The role focuses on technical support for FNO/ISP clients, handling outages, tickets, and service requests with emphasis on reconnection/migration orders.

The candidate will engage with ISPs, manage communications on maintenance/outages, and support field technicians. A 3-year background in telecoms support is preferred with relevant certifications.

Qualifications

• Minimum 3 years in a FNO/ISP technical support environment.
• Tertiary qualification such as N+/CCNA preferred.
• Experience with CRM and service management platforms.

Responsibilities

• Email and telephone customer support.
• Triage outages and service requests.
• Outage management: escalation and follow-up.
• Process fibre reconnect/migration orders.
• Engage with ISPs regarding reconnection/migration orders.
• Manage internal communication on maintenance/outages.
• Maintenance scheduling and service audits.
• Hardware configuration and troubleshooting.
• Remote support for field technicians.
• Project reporting.
• Schedule on-site support appointments.
• Assist with other reasonable tasks.

Skills

FNO/ISP technical support

N+/CCNA

Tier 2 support

CRM platforms

Analytical troubleshooting

DNS troubleshooting

Command line tools

Stakeholder engagement

Education

Grade 12 or equivalent

N+/CCNA preferred

Tools

CRM systems

Service management platforms

Job description

Cape Town, South Africa | Posted on 10/11/2025

• Industry Technical Support & Customer Services
• Work Experience 3 years
• Education Level Grade 12 or equivalent
• City Cape Town
• Province Western Cape
• Country South Africa
• Postal Code 7405

Job Description

Octotel is an established and rapidly expanding Open Access Service Provider, specializing in Open Access & GPON connectivity. We are Cape Town’s largest Open Access Network focused on both Fibre To The Home (FTTH) and Business (FTTB). Our fibre network has passed over 350 000 homes and businesses in Cape Town. We offer a choice of services from over 65 of the country’s leading Internet Service Providers.

Key Responsibilities:

• Email and telephone customer support and service management in the FNO/ISP/Telecoms industry.
• Triage and prioritisation of outages, tickets and service requests.
• Outage management: Escalation and network notices and customer follow-up.
• Processing of all fibre reconnect/migration orders.
• Engaging with and providing continuous feedback to ISP’s regarding reconnection/migration service orders.
• Managing internal communication regarding scheduled maintenance and outages.
• Maintenance scheduling and customer/service audits.
• Hardware configuration and troubleshooting.
• Remote support of on-site/field technicians advantageous.
• Projects and project reporting.
• Scheduling on-site support appointments, updating and maintaining appointment calendars.
• And any other reasonable task.

Requirements

• Minimum 3 years' experience in a FNO/ISP technical support environment.
• Relevant tertiary qualification e.g. N+/CCNA is preferred.
• Tier 2 (or higher) Support Technician experience in FNO/ISP/Telecoms industry advantageous.
• Comfortable working on various CRM and various service management platforms.
• Analytical troubleshooting skills.
• Solid experience configuring and troubleshooting internet connectivity issues using command line tools e.g. telnet, netstat, tracert, ping.
• Thorough understanding of DNS in terms of network connectivity.
• Excellent Stakeholder engagement and Stakeholder Management.

• Medical Aid and / or Medical Insurance.
• Reduced Gap Cover rates.
• Discounted Internet Connectivity.
• Access to an Employee Wellness Program (ICAS). Providing free 24/7/365 counselling for you and your family in your household, as well as other health and wellbeing. resources, provided by registered professionals.
• Exposure to latest industry technologies and standards in a fast paced, technologically advanced environment.
• Lastly, a work environment that rivals the very best!

If you haven’t heard from us within 2 weeks after your application, please consider your application unsuccessful.