Support Technician at Octotel

Key Responsibilities:


Email and telephone customer support and service management in the FNO/ISP/Telecoms industry.
Triage and prioritisation of outages, tickets and service requests.
Outage management: Escalation and network notices and customer follow-up.
Processing of all fibre reconnect/migration orders.
Engaging with and providing continuous feedback to ISP's regarding reconnection/migration service orders.
Managing internal communication regarding scheduled maintenance and outages.
Maintenance scheduling and customer/service audits.
Hardware configuration and troubleshooting.
Remote support of on-site/field technicians advantageous.
Projects and project reporting.
Scheduling on-site support appointments, updating and maintaining appointment calendars.
And any other reasonable task.


Requirements


Minimum 3 years' experience in a FNO/ISP technical support environment.
Relevant tertiary qualification e.g. N+/CCNA is preferred.
Tier 2 (or higher) Support Technician experience in FNO/ISP/Telecoms industry advantageous.
Comfortable working on various CRM and various service management platforms.


Critical Competencies:


Customer experience/Customer service excellence mindset.
Analytical troubleshooting skills.
Solid experience configuring and troubleshooting internet connectivity issues using command line tools e.g. telnet, netstat, tracert, ping.
Thorough understanding of DNS in terms of network connectivity.
Excellent Stakeholder engagement and Stakeholder Management.
Strong Administrative skills.​


Benefits


Medical Aid and / or Medical Insurance.
Reduced Gap Cover rates.
Discounted Internet Connectivity.
Access to an Employee Wellness Program (ICAS). Providing free 24/7/365 counselling for you and your family in your household, as well as other health and wellbeing. resources, provided by registered professionals.
Exposure to latest industry technologies and standards in a fast paced, technologically advanced environment.
Lastly, a work environment that rivals the very best!