Support Technician (12-month FTC)

RSAWEB; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Octotel is an established Open Access Service Provider, specializing in FTTH/FTTB connectivity. We are Cape Town’s largest Open Access Network, delivering fibre services to homes and businesses via a broad range of providers.

We are seeking a capable Support Technician to manage email and telephone customer support, triage outages, process fibre reconnects/migrations, and liaise with ISPs to ensure smooth reconnection service orders. Remote troubleshooting and CRM familiarity are advantageous.

Qualifications

• Minimum 3 years in a FNO/ISP technical support environment.
• N+/CCNA or equivalent qualification preferred.
• Tier 2 or higher support experience in FNO/ISP/Telecoms is advantageous.
• Comfortable with CRM and service management platforms.
• Analytical troubleshooting and network connectivity skills.

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 customer follow-up.
• Processing of fibre reconnect/migration orders.
• Engagement with ISPs regarding reconnection/migration service orders.
• Scheduling and maintenance of appointment calendars and service audits.
• Hardware configuration and troubleshooting; remote support for on-site technicians.

Skills

Networking

DNS

Troubleshooting

CRM systems

Stakeholder management

Education

N+/CCNA

Grade 12 or equivalent

Tools

Telnet

Netstat

Tracert

Ping

Job description

Cape Town, South Africa | Posted on 27/07/2026

• 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 400 000 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.