Technical Service Desk Agent

Where the successful candidate will fit in?

Please note:

• Reliable internet connection
  


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

Job Duties:

• Responding to queries via phone, email or live chat
  


• 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 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.
  


• And any other reasonable task.
  

Requirements

• Completed grade 12
  


• 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 2-years experience within an ISP/Telecoms environment.
  


• Experience using remote desktop support applications
  


• Strong understanding of ISP/Telecoms networks
  


• Comfortable with shift work and standby
  

Benefits

• 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!
  

If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.