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Technical Service Desk Agent

3 months ago

Cape Town, Western Cape, South Africa RSAWEB Full time
Our Service Desk team is responsible for 1st Line Support to our customers.

With a strong focus on customer satisfaction, you will be expected to troubleshoot and resolve issues with services such as but not limited to broadband, Fibre To The Home or business, domains and hosting and ADSL.

The position does not always entail remote assistance as we have frequent walk-in customers as well.

Please note:

This position does not always entail remote assistance as we have frequent walk-in customers as well.

Should you be required to work remotely, you must have the following in place:

  • Reliable internet connection
  • Alternative power supply and connectivity options in case of loadshedding (UPS, hotspot, etc.)

Job Duties:

  • Taking ownership of customer issues and following standard service desk procedures
  • Troubleshooting and diagnosing issues with the following services: FTTH, WiFi, Broadband, LTE, Domains, Hosting Services, and ADSL.
  • Providing efficient and effective support to achieve a high rate of firsttime resolution.
  • Following up with customers to ensure full resolution of the problem.
  • Ensure internal and external ticket communication is carried out in a professional and timely manner
  • Escalation of relevant incidents beyond 1st line support.
  • Adhere to shift roster and standby requirements.
  • And any other reasonable task.

Requirements:

  • Completed grade 1
  • An IT/Telecommunication qualification
  • 5 years' experience providing Technical Support in a Service Desk Environment
  • 5 years' experience troubleshooting FTTH, FTTB, LTE, Broadband, WiFi, Domains, Hosting and ADSL.
  • At least 2years experience within an ISP/Telecoms environment.
  • Strong understanding of ISP/Telecoms networks
  • Comfortable with shift work and standby

The perks:

  • Company contribution to Medical Aid
  • Medical Insurance
  • Retirement Annuity contribution
  • Discounted Internet Connectivity
  • Free Barista prepared coffee, breakfasts and snacks.
  • Employee Wellness Programme (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
  • Lastly, a work environment that rivals the very best

Education:

  • Diploma (preferred)

Experience:

  • FTTH
Technical Support: 4 years (preferred)

  • ISP/Telecoms: 2 years (preferred)