Internet Service Provicer Support Desk Agent

3 weeks ago

Randburg, South Africa Web Squad Connect Full time

The Support Agent must act as the first level client support of the ISP. The Support Agent is the point of contact for customers with queries about orders and any other queries received after a sale was made (after sales support). Must be a good communicator, working with other departments that are responsible for fulfilling orders or providing service to customers.

We pride ourselves on exemplary customer service and will need you to provide support on a rotational shift basis in order to achieve this. One of the many things that sets us apart is the service level that our clients have come to expect, appreciate, and love.

Roles and Responsibilities:

- Assist sales team with customer queries both internally and telephonically
- Be flexible and creative in dealing with customers
- Assist customers that phone to enquire about products and services
- Multi-task in a high stress environment
- Stay up-to-date with new products and features
- Timeously identify potential bottlenecks or delays
- Strong Customer Relations
- Taking ownership of customer issues and following standard service desk procedures
- Troubleshooting and diagnosing issues with the following services: o FTTH o WiFi o Broadband o FTTB o Domains and hosting services o VoIP
- Providing efficient and effective support to achieve a high rate of first-time 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
- Demonstrable understanding of protocols
- Network troubleshooting and fault analysis; hardware troubleshooting and replacement/repair
- Managing ticket system and ensuring tickets are actioned and closed timeously
- Liaising with upstream providers in event of any network failure or outage
- Ensuring clients are always informed as to the status of networks
- Application of configuration changes via our processes
- Installation of network hardware and software
- The employee must be able to work as requested per the time shift roster which may change from time to time. The shifts will also be on a rotating basis and require the employee to work over weekends and public holidays. The shifts will commence at

06:00 and finish at 22:00 on weekdays and 08:00 to 21:00 on weekends and public holidays.
- The employee may be requested to do standby work and/or work remotely if the call centre is experiencing high call volumes or in the event of fibre outages
- Minimum 2 years’ experience as a Systems / Support Agent
- Familiar working in a data centre environment
- Able to analyse problems and conduct effective fault diagnosis and system recovery
- Clear communicator (written and verbal)
- Capable of prioritising and managing own workload
- Self-motivated
- Capable of working/using own initiative with mínimal supervision
- Keen to contribute ideas, share knowledge and help others develop
- 24x7 independent means of transport (for call-out) and prepared to travel when necessary
- Provide technical support to the site if necessary
- Be a problem solver - show initiative, professionalism, be a good communicator, be a quick learner
- Prioritize and respond to help desk tickets as appropriate
- Provide VoIP and ISP support
- Practice asset management, including maintenance of network component inventory and related documentation and technical specifications information
- Monitor and test network performance and provide network performance statistics and reports

Minimum Requirements:

- At least three years’ equivalent work experience
- Knowledge of the following will be beneficial: Cisco, Mikrotik Switches, networking/VLANs, Ubiquiti/ Cambium wireless networks
- Familiarity with TCP/IP and other network protocols, firewall management, and operating system configuration
- Strong understanding of ISP/Telecoms networks beneficial

**Benefits**:

- Company contribution to Medical Aid
- Discounted Internet Connectivity
- Excellent coffee (we are a bunch of coffee snobs) and snacks

**Do you have what it takes?**

If you are short listed then we will send you a questionnaire to determine if you are a good fit for our team.

There will be a short test during the interview stage to determine if you have the necessary skills for the position.

**Job Types**: Full-time, Permanent

**Salary**: R12,000.00 - R15,000.00 per month

COVID-19 considerations:
All employees are required to be fully vaccinated and surfaces are regularly sanitized

Ability to commute/relocate:

- Randburg, Gauteng: Reliably commute or planning to relocate before starting work (preferred)

License/Certification:

- Driver's license (required)

Shift availability:

- Day Shift (required)
- Night Shift (required)
- Overnight Shift (required)

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