Office jobs in South Africa

The Technical Support Agents provide friendly and efficient first line support as well as core advanced customer support through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point) and occasionally VOIP (Voice over IP). Technical Support Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, DistantDesktop, Route This, and email) using ticketing. Calls that cannot be resolved are escalated appropriately.

1. Provide first call resolution support to customers through various communication channels including telephone, WhatsApp, web chat, email, DistantDesktop, and Route.
2. Provide support to walk-in clients as needed ensuring their issues are addressed promptly and effectively.
3. Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.

1. Aim to resolve issues permanently during the first call and within the same day maintaining regular follow-ups with customers.
2. Providing updates at least hourly or daily as necessary.
3. Consistently monitor Microsoft Teams and WhatsApp for messages.

1. Collect information through analytical troubleshooting and problem research to identify the nature of faults including determining whether the issue is on the customer side or related to WAN.
2. Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.
3. Monitoring of Network using Dude and Zabbix.
4. Escalation of calls promptly to the appropriate person or team (Team Captain or relevant technical teams like NOC, RF, Fibre, or Field Ops).
5. Identify trends with incoming calls, issues, and support requests and escalate them to the Team Captain or Team Leader immediately.

1. Provide efficient first call resolution across various communication channels.
2. Address technical issues promptly ensuring updates and follow-ups as necessary.

1. Troubleshoot customer-side and internal network faults effectively using diagnostic tools.
2. Escalate unresolved issues to the appropriate teams ensuring seamless service continuity.

1. Support team operations by managing ticket backlogs and contributing to internal documentation.
2. Share industry knowledge and technical advancements with the team to improve overall support quality.

1. Monitor network systems, identify trends in incoming calls, and escalate recurring issues proactively.

1. Follow company policies, SOPs, and technical guidelines while ensuring customer satisfaction.
2. Participate in team meetings and contribute to continuous process improvements.

• Min 3 years of experience working with Fiber networks, Wireless, and Wi-Fi Routers.
• Grade 12 / Senior Certificate.
• N+ & A+ certification.
• Networking, ICT, and Telecommunications technology and industry knowledge.
• Proficient in Microsoft Office (Outlook, Teams required; Word and Excel advantageous).
• Knowledge of Mikrotik, Cambium, Ubiquiti, and Totolink and TP Link hardware.
• Proven knowledge and understanding of TCP / IP, DNS, DHCP, Tunnels, routers, and switches.
• Troubleshooting skills in a networking environment.
• Advanced understanding of PC hardware setup and configuration advantageous.
• Layer 2 switching knowledge / ability advantageous.
• Proficient in English (written and verbal); second language preferable.
• Work independently including remotely (when required).
• Willing and able to work shifts including evenings and weekends.
• Work under pressure and according to specific call resolution targets.