Technical Support Agent – First-Line Network Helpdesk

The Talent Room; Pretoria; On-site; ZAR 112,000 - 134,000; Full time

Job summary

The Talent Room in Pretoria seeks a Technical Support Agent to deliver friendly, efficient first-line support and advanced customer assistance for connectivity and device issues. You will troubleshoot WAN-related problems, support routers, and coordinate with NOC/Field Ops as needed.

The role requires strong analytical skills, independent work capability, and solid customer service abilities, with a focus on first-call resolution and timely updates to customers.

Qualifications

• Be analytical and able to troubleshoot.
• Ability to work independently and manage time effectively.
• Customer service skills and/or strong interpersonal skills.
• Problem-solving and time management abilities.
• Technical aptitude and familiarity with networking concepts.
• Good communication skills (written and verbal).
• Knowledge of TCP/IP, DNS, DHCP, routers and switches.

Responsibilities

• Provide first-line customer support via multiple channels (phone, WhatsApp, web chat, email).
• Offer on-site assistance for walk-in clients and route calls to appropriate teams.
• Record and track support requests in the ticketing system; strive for first-call resolution.
• Troubleshoot network issues with tools like tracert, ping, bandwidth tests, Route This.
• Monitor networks and assist field teams remotely with configuration and credentials.
• Contribute to team documentation and participate in MOS meetings.

Skills

Analytical thinking

Independent work

Customer service

Problem solving

Technical aptitude

Communication skills

Networking basics

TCP/IP/DNS/DHCP

Education

Grade 12 / Senior Certificate

N+ & A+ certification (beneficial)

ICT qualification (MTCNA, CCNA advantageous)

Tools

Mikrotik

Cambium

Ubiquiti

Totolink

TP Link

Job description

The Talent Room in Pretoria seeks a Technical Support Agent to deliver friendly, efficient first-line support and advanced customer assistance for connectivity and device issues. You will troubleshoot WAN-related problems, support routers, and coordinate with NOC/Field Ops as needed.

The role requires strong analytical skills, independent work capability, and solid customer service abilities, with a focus on first-call resolution and timely updates to customers.