Support Technician (12-month FTC)

Octotel; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Octotel is Cape Town’s Open Access Service Provider specializing in FTTH/FTTB connectivity. Our network has passed over 400 000 homes and businesses in Cape Town, offering services from over 65 leading ISPs.

The role focuses on on-going email/phone customer support, outages triage, and processing fibre reconnect/migration orders, while engaging with ISPs for service orders.

Qualifications

• 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.

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.

Skills

Customer service excellence

Analytical troubleshooting

Stakeholder engagement

DNS basics

Command-line tools

Education

Grade 12 or equivalent

Tools

CRM platforms

Job description

• 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 Information

• 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.

Critical Competencies

• Customer experience/Customer service excellence mindset.


• 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.


• Strong Administrative skills.

Benefits

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