Technical Support Agent

Level 7; Centurion; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Level-7 Internet is seeking a Technical Support Agent (Tier 1) to be the first contact for customers needing technical assistance. You will troubleshoot connectivity issues, configure customer equipment and ensure service requests are resolved quickly, while delivering outstanding customer experience.

You will work with Technical, Infrastructure and NOC teams to resolve issues and maintain network reliability in a fast-paced ISP environment.

Qualifications

• Matric is required; entry-level networking certifications are advantageous.
• Experience in a technical support environment is preferred.
• Basic TCP/IP networking knowledge and router/Wi-Fi configuration are beneficial.

Responsibilities

• Respond to technical support requests via phone, ticketing system and walk-in.
• Troubleshoot broadband, wireless, fibre and router-related issues.
• Configure routers, wireless equipment and customer network devices.
• Assist customers with connectivity and basic network configuration queries.
• Resolve first-line technical issues while maintaining good service.
• Escalate complex issues to appropriate teams.

Skills

Customer service

Communication skills

TCP/IP knowledge

Router configuration

Network troubleshooting

DNS/DHCP

Analytical thinking

Multitasking

Documentation

Education

Matric

Tools

Zabbix

Job description

As a Technical Support Agent (Tier 1) at Level-7 Internet, you will be the first point of contact for customers requiring technical assistance. You'll provide friendly, professional and efficient support by troubleshooting connectivity issues, configuring customer equipment and ensuring service requests are resolved as quickly as possible. Working closely with our technical and business support teams, you'll play an important role in delivering an outstanding customer experience while helping to maintain the reliability of our network.This role requires excellent communication skills, a customer-first mindset, strong problem-solving abilities and a willingness to learn in a fast-paced ISP environment. Success in this role comes from following standard operating procedures, working collaboratively with your team and continuously developing your technical knowledge.If you're passionate about technology, enjoy helping people and want to build a rewarding career in the ISP industry, this is your opportunity to grow with a supportive and dynamic team.

Key Responsibilities

1.Customer & Technical Support

• Respond to technical support requests from customers and field technicians via telephone, ticketing system and walk-in support.
• Troubleshoot broadband, wireless, fibre and router-related issues.
• Configure routers, wireless equipment and customer network devices.
• Assist customers with connectivity, performance and basic network configuration queries.
• Resolve first-line technical issues efficiently while maintaining excellent customer service.
• Escalate complex technical, business and FNO-related issues to the appropriate support teams.

2. Ticket Management

• Manage assigned support tickets and ensure they are updated accurately throughout their lifecycle.
• Prioritise and resolve support requests within agreed service levels.
• Follow up on outstanding tickets and ensure customers are kept informed of progress.
• Confirm resolution with customers before closing support requests.

3. Network Monitoring

• Monitor network health using tools such as Zabbix.
• Respond to alerts by performing initial investigations and escalating where necessary.
• Assist in identifying potential issues before they impact customers.

4. Customer Experience

• Deliver professional, courteous and efficient customer service at every interaction.
• Communicate technical information clearly and in an easy-to-understand manner.
• Maintain a customer-first approach while managing multiple support requests.
• Strive to achieve high levels of customer satisfaction and first-contact resolution.

5. Team Collaboration & Operational Support

• Work closely with Technical Support, Infrastructure, Business Support and NOC teams to resolve customer issues.
• Assist with operational tasks and special projects as required.
• Contribute to knowledge sharing and continuous improvement within the support team.
• Maintain accurate documentation of troubleshooting steps, resolutions and customer interactions.

6. Compliance & Professional Standards

• Follow company policies, standard operating procedures and service delivery standards.
• Maintain confidentiality of customer information.
• Keep technical knowledge up to date through ongoing learning and training.
• Represent Level-7 Internet professionally in all customer interactions.

Requirements

• Grade 12 (Matric).
• Entry-level networking certifications such as CompTIA A+, Network+, MikroTik MTCNA or equivalent are advantageous.
• 1–2 years' experience in a technical support environment.
• Experience configuring routers and basic network equipment is advantageous.
• Basic TCP/IP networking knowledge.
• Router and Wi-Fi configuration.
• Basic troubleshooting of internet connectivity issues.
• Understanding of DHCP, DNS and IP addressing.
• Ability to follow technical documentation and standard operating procedures.
• Excellent customer service and communication skills.
• Strong problem-solving and analytical thinking.
• Ability to remain calm under pressure.
• Positive attitude with a customer-first mindset.
• Adaptable and able to manage multiple priorities in a fast-paced environment.