Isp Technician

Are you tech-savvy with a passion for resolving internet connectivity issues? We're seeking a dynamic individual to join our team as a Mid-Level ISP Support Technician. At 123Net, we're dedicated to providing top-notch internet services and ensuring our customers stay connected seamlessly.

**Key Responsibilities**:
**Troubleshooting Network Issues**: Diagnose connectivity problems and assist with router setup and configuration, ensuring smooth internet access for our customers. Resolve intermediate network issues, including Wi-Fi connectivity problems, using advanced troubleshooting techniques and assisting with router setup and configuration.

**Adherence to Policies**: Strictly adhere to company policies, regulations, and procedures during issue resolution.

**Continuous Learning**: Participate in ongoing training and development opportunities to enhance technical skills and stay updated with industry advancements.

**Collaboration**: Work with field technicians to resolve on-site interventions, including Wi-Fi network installations and access point deployments.

**Policy Adherence**: Ensure strict compliance with all company policies and regulations during customer interactions and issue resolution.

**Documentation Management**: Contribute to the creation and updating of support documentation, including knowledge base articles and training materials.

**Additional Responsibilities**:
**Ticket Management**: Efficiently handle incoming queries and requests logged in our ticketing system. Prioritize tickets based on urgency and impact on customers. Ensure prompt responses to customer queries within agreed upon SLA (Service Level Agreement) timelines. Conduct follow-up communications to ensure customer satisfaction and issue resolution.

**Resolution Coordination**: Coordinate with relevant teams to resolve issues promptly and effectively.

**Documentation**: Maintain detailed records of interactions and resolutions within the ticketing system.

**Continuous Improvement**: Identify areas for improvement in response times and customer satisfaction, and suggest solutions to enhance efficiency.

**Salary**: R6 500,00 - R8 500,00 per month

Ability to commute/relocate:

- Umhlanga Rocks, KwaZulu-Natal: Reliably commute or willing to relocate with an employer-provided relocation package (preferred)

**Experience**:

- Network support: 2 years (preferred)

License/Certification:

- Drivers licence (preferred)