Technical Service Desk Agent

Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service. Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google – the best-rated ISP in South Africa. We are extremely proud of winning KFM’s Best of the Cape Awards: Best ISP in 2021 and 2022 being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband. These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer’s experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

Where the successful candidate will fit in?
Our Service Desk team is responsible for 1st Line Support to our customers. With a strong focus on customer satisfaction, you will be expected to troubleshoot and resolve issues with services such as but not limited to broadband, Fibre To The Home or business, domains and hosting and ADSL. 

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.
  


• 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
  

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.