Support Technician

4 days ago

Brooklyn Western Cape, South Africa Octotel Full time R250 000 - R500 000 per year

Octotel is an established and rapidly expanding Open Access Service Provider, specializing in Open Access & GPON connectivity. We are Cape Town's largest Open Access Network focused on both Fibre To The Home (FTTH) and Business (FTTB). Our fibre network has passed over homes and businesses in Cape Town. We offer a choice of services from over 65 of the country's leading Internet Service Providers.

Job Duties:

  • 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 (Lyra). 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

If you haven't heard from us within 2 weeks after your application, please consider your application unsuccessful.

Job Types: Full-time, Permanent

Application Question(s):

  • What is your current CTC before deductions?
  • What is your CTC expectation before deductions?
  • Have you worked on command line tools e.g. telnet, netstat, tracert, ping?
  • Do you have Tier 2 (or higher) Support Technician experience in FNO/ISP/Telecoms?
  • Do you have a tertiary qualification e.g. N+/CCNA?
  • What is your notice period?

Experience:

  • FNO/ISP technical support: 3 years (Preferred)

Work Location: In person

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