Support Centre Agent

**Duties would include, but not limited to**:

- Troubleshoot and diagnose network problems, including connectivity issues, configuration errors, and performance concerns, but not limited to this.
- Escalate complex issues to Level 2 support or appropriate internal teams for further investigation and resolution.
- Create and action all support interactions, including details of the issue and the resolution, in the ticketing system.
- Collaborate with other support agents and teams to ensure timely and effective problem resolution.
- Assist in the development and maintenance of support documentation and knowledge base articles.

**Minimum requirements**:

- Senior Certificate or equivalent.
- A technical related certificate/qualification (i.e., A+, N+, etc.).
- CCNA is advantageous.
- A minimum 1 years’ experience in an Internet Service Provider support center environment.
- Excellent computer literacy with the ability to learn new programs quickly.
- An understanding of Internet technology and networking fundamentals.
- An understanding of network implementations, operations, security, and troubleshooting.
- Knowledge of basic network protocols and installation, configuration, and support of routers.
- Must have own transport as the position involves shift work.

**Key Knowledge**
- TCP/IP, UDP, HTTP, DNS, SMTP, FTP
- Subnetting

**Personal Attributes**:

- Must have a vibrant and friendly personality at all times.
- Must have the ability to create the ultimate customer experience by delivering optimal customer service.
- Able to communicate fluently and effectively (written and verbal).
- Must be flexible and able to work shifts.
- Excellent analytical and problem-solving ability.
- Pay attention to detail, be deadline driven and passionate about customer service excellence.
- Must be able to use initiative and have a strong sense of integrity.
- Must be able to function well under pressure and maintain a positive attitude.
- Have the ability to work within a team, but also independently.

Should you meet the above requirements, forward a detailed CV with contactable references.

**Job Types**: Full-time, Temp to perm
Contract length: 6 months

Application Question(s):

- Do you have a technical related certificate/qualification (i.e., A+, N+, etc.)?

**Experience**:

- Internet Service Provider support center: 1 year (preferred)

Ability to Commute:

- Pinelands, Western Cape (preferred)

Application Deadline: 2024/03/04