Technical Service Desk Agent

RSAWEB

South Africa

On-site

ZAR 180,000 - 320,000

Full time

14 days+

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Medical Aid contribution

Medical Insurance

Retirement Annuity contribution

Discounted Internet connectivity

Free barista coffee, breakfasts and sn

snacks

Job summary

RSAWEB, a South African ISP, invites applications for a 1st Line Service Desk role. The successful candidate will troubleshoot broadband, FTTH/FTTB, WiFi, LTE, domains and hosting issues, while maintaining high customer satisfaction and first-contact resolution.

We value reliability, strong communication, and the ability to work shifts and standby as part of our service-focused team in South Africa.

Qualifications

Completed grade 12.
5 years' experience providing Technical Support in a Service Desk.
5 years 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.
Comfortable with shift work and standby.

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 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.
Adhere to shift roster and standby requirements.
And any other reasonable task.

Skills

Customer service

Troubleshooting

Shift work

Networking basics

Communication

Education

Grade 12

Tools

Ticketing system

Cisco/Juniper knowledge

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-Home (FTTH)
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 Honour & Respect People
We Cultivate Passion & Creativity
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 will the successful candidate 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. The position does not always entail remote assistance as we have frequent walk-in customers as well.

Please note:

This position does not always entail remote assistance as we have frequent walk-in customers as well. Should you be required to work remotely, you must have the following in place:

Reliable internet connection
Alternative power supply and connectivity options in case of loadshedding (UPS, hotspot, etc.)

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.
Adhere to shift roster and standby requirements.
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
Comfortable with shift work and standby
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!