Technical Support Specialist

Outsource-X South Africa; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A telecommunications support firm in Somerset West is looking for a technical support specialist to provide Tier 1 assistance for VoIP systems. Key responsibilities include troubleshooting issues, maintaining communication with clients, and collaborating with teams. Candidates should have at least 3 years of customer service experience, strong VoIP knowledge, and proficiency in Linux. This is a permanent position requiring rotating shifts.

Qualifications

• Minimum of 3 years in customer service or call center, preferably in Telecom/IT.
• Strong knowledge of network architecture and VoIP technologies.
• Proficient in Linux CLI and troubleshooting databases.

Responsibilities

• Provide Tier 1 technical support for VoIP systems.
• Troubleshoot platform and network performance issues.
• Maintain clear communication with customers regarding issue status.

Skills

Customer service experience

Knowledge of VoIP technologies

Linux CLI proficiency

Networking understanding

Tools

IP phones

ATA adapters

Softphones

Job description

Overview

A customer-focused technical support role serving as the first point of contact for users of a VoIP software platform. Responsibilities include troubleshooting, resolving technical issues, and delivering high-quality support via phone, email, and chat.

Location

Somerset West

Department

Customer Support

Position Type

Permanent

Schedule

Rotating Shifts (24/7 availability)

Responsibilities

• Provide Tier 1 technical support for VoIP systems.
• Troubleshoot platform and network performance issues.
• Recreate customer environments to test and resolve issues.
• Assist with system updates, configuration, and performance monitoring.
• Maintain clear communication with customers regarding issue status.
• Collaborate with internal teams to improve processes and customer experience.

Required Experience & Skills

• 23 years in customer service or call center, preferably in Telecom/IT.
• Strong knowledge of network architecture and VoIP technologies.
• Proficient in Linux CLI and database troubleshooting.
• Familiar with IP phones, ATA adapters, softphones, and networking.

Preferred Certifications

• CCNA, CCNP, JNCIA, JNCIP (not mandatory but advantageous)

Core Competencies

• Clear and effective communication
• Strong problem-solving and analytical skills
• Detail-oriented and organized
• Good time management in fast-paced environments
• Proactive, self-driven, and a collaborative team player