Job Purpose
To provide first-line technical support to customers by troubleshooting connectivity issues, managing support tickets, configuring networking equipment, and ensuring excellent customer service while working within agreed service levels.
Key Responsibilities
Answer incoming customer support calls and respond to support emails.
Log, manage and update customer support tickets through the ticketing system.
Keep customers informed of the progress of their support requests until resolution.
Provide remote technical support and troubleshoot internet connectivity issues.
Perform proactive monitoring of customer connectivity and identify clients requiring assistance.
Configure and set up routers and VoIP devices.
Escalate complex technical issues where necessary.
Maintain accurate documentation of customer interactions and resolutions.
Deliver professional, friendly and efficient customer service.
Work collaboratively within the technical support team.
Meet service delivery targets and deadlines.
Participate in a rotational shift roster, including weekends and public holidays where required.
Minimum Requirements
Grade 12 (Matric).
Relevant IT qualification (Certificate, Diploma or Degree) advantageous.
Previous experience in an IT Support, Helpdesk or Technical Support environment will be advantageous.
Basic understanding of computer hardware, software and networking principles.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Customer-focused with a professional telephone manner.
Ability to work under pressure and manage multiple support requests.
Strong organisational and time management skills.
Ability to work independently as well as within a team.
Preferred Skills & Experience
Experience supporting Internet Service Provider (ISP) customers.
Knowledge of TCP/IP networking.
Experience configuring routers.
Experience configuring and supporting VoIP services.
Familiarity with remote desktop support tools.
Experience using a helpdesk or ticketing system.
Advantageous
Previous networking and IT support experience.
Valid driver's licence.
Own reliable vehicle.
Working Hours
Rotational shifts.
Weekend work will be required as part of the support roster.
Key Competencies
Customer Service Orientation
Technical Troubleshooting
Problem Solving
Communication Skills
Teamwork
Attention to Detail
Time Management
Accountability
Adaptability
Ability to work under pressure