Technical Service Desk Agent

RSAWEB; George; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical Aid

Medical Insurance

Retirement Annuity

Internet Discount

Coffee & Breakfasts

Wellness Programme

Tech Exposure

Great Work Environment

Job summary

RSAWEB in George, Western Cape, is seeking a skilled 1st Line Service Desk Analyst to support customers with FTTH/FTTB, WiFi, broadband, domains and hosting. You will respond to queries via phone, email or live chat and take ownership to resolve issues.

Requirements: grade 12 and 5 years’ experience in a service desk environment, with ISP/telecoms exposure. RSAWEB provides medical aid, retirement annuity, discounted internet, coffee and wellness benefits, and a supportive working culture.

Qualifications

• Completed grade 12 or equivalent.
• 5 years' experience providing Technical Support in a Service Desk environment.
• 5 years' experience troubleshooting FTTH, FTTB, LTE, Broadband, WiFi, Domains, Hosting and ADSL.

Responsibilities

• Responding to queries via phone, email or live chat.
• Taking ownership of customer issues and following standard service desk procedures.
• Troubleshooting and diagnosing issues with FTTH, WiFi, Broadband, LTE, Domains, Hosting and ADSL.
• Provide efficient, effective support to achieve high first-time resolution.
• Escalation of relevant incidents beyond 1st line support.

Skills

Customer service

Problem solving

Communication

Troubleshooting

Live chat support

Education

Grade 12

Tools

FTTH

FTTB

LTE

Broadband

WiFi

Domains

Hosting

ADSL

Job description

George, South Africa | Posted on 01/07/2026

• Industry Technical Support & Customer Services
• Work Experience 5 years
• Education Level Grade 12 or equivalent
• City George
• Province Western Cape
• Country South Africa
• Postal Code 6529

Job Description

Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service. Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google – the best-rated ISP in South Africa. We are extremely proud of winning KFM’s Best of the Cape Awards: Best ISP in 2021 and 2022 being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband. These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer’s experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

Our Products and Services:

• Fibre-to-the-Business (FTTB)
• Mobile connectivity and data management
• Cloud infrastructure and more!

At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, every day.

Our values:

• We Build Trust and Ownership
• We Innovate Feverishly
• We Go the Extra Mile
• We Believe in Humility
• We Communicate Openly & Honestly
• We Make it Fun
• We Teach, Grow & Learn
• We Do More, With Less

Where the successful candidate will fit in?

Our Service Desk team is responsible for 1st Line Support to our customers. With a strong focus on customer satisfaction, you will be expected to troubleshoot and resolve issues with services such as but not limited to broadband, Fibre To The Home or business, domains and hosting and ADSL.

Job Duties:

• Responding to queries via phone, email or live chat
• Taking ownership of customer issues and following standard service desk procedures
• Troubleshooting and diagnosing issues with the following services: FTTH, WiFi, Broadband, LTE, Domains, Hosting Services, and ADSL.
• Providing efficient and effective support to achieve a high rate of first-time resolution.
• Following up with customers to ensure full resolution of the problem.
• Ensure internal and external ticket communication is carried out in a professional and timely manner
• Escalation of relevant incidents beyond 1st line support.
• And any other reasonable task.

Requirements

• Completed grade 12
• 5 years' experience providing Technical Support in a Service Desk Environment
• 5 years' experience troubleshooting FTTH, FTTB, LTE, Broadband, WiFi, Domains, Hosting and ADSL.
• At least 2-years experience within an ISP/Telecoms environment.
• Strong understanding of ISP/Telecoms networks
• Company contribution to Medical Aid
• Medical Insurance
• Retirement Annuity contribution
• Discounted Internet Connectivity
• Free Barista prepared coffee, breakfasts and snacks.
• Employee Wellness Programme (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
• Lastly, a work environment that rivals the very best!

If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.