Technical Support Agent
Technical Support Agent
Posted on :
13-03-2025
Employer Active
1 Vacancy
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Jobs by Experience
1-3years
Monthly Salary
11000 - 11000
Vacancy
1 Vacancy
Posted on :
13-03-2025
Job Description
The Technical Support Agents provide friendly and efficient first line support as well as core advanced customer support through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side) emails routers network related queries pertaining to various hardware (a wireless router or access point) and occasionally VOIP (Voice over IP). Technical Support Agent provides support both in person and via various communication channels (including telephone WhatsApp Webchat DistantDesktop Route This and email) using ticketing and Route This and email). Calls that cannot be resolved are escalated appropriately.
First Line Customer Support:
Provide firstcall resolution support to customers through various communication channels including telephone WhatsApp web chat email DistantDesktop and Route
Provide support to walkin clients as needed ensuring their issues are addressed promptly and effectively.
Manage incoming calls by directing them to the appropriate departments recording details accurately and relaying clear messages as needed.
Record support requests in ticketing system
Aim to resolve issues permanently during the first call and within the same day maintaining regular followups with customers
Providing updates at least hourly or daily as necessary.
Consistently monitor Microsoft Teams and WhatsApp for messages.
Troubleshooting problem solving and monitoring:
Collect information through analytical troubleshooting and problem research to identify the nature of faults including determining whether the issue is on the customer side or related to WAN.
Make use of troubleshooting tools such as tracert ping bandwidth test and Route This.
Monitoring of Network using Dude and Zabbix.
Escalation of calls promptly to the appropriate person or team Team Captain or relevant technical teams (NOC RF Fibre or Field Ops).
Identify trends with incoming calls issues and support requests and escalate them to the Team
Captain or Team Leader immediately.
Customer Support Excellence:
Provide efficient firstcall resolution across various communication channels.
Address technical issues promptly ensuring updates and followups as necessary.
Technical ProblemSolving:
Troubleshoot customerside and internal network faults effectively using diagnostic tools.
Escalate unresolved issues to the appropriate teams ensuring seamless service continuity.
Team Collaboration and Knowledge Sharing:
Support team operations by managing ticket backlogs and contributing to intemal documentation.
Share industry knowledge and technical advancements with the team to improve overall support quality.
Operational Efficiency:
Monitor network systems identify trends in incoming calls and escalate recurring issues proactively.
Adherence to Standards:
Follow company policies SOPs and technical guidelines while ensuring customer satisfaction.
Participate in team meetings and contribute to continuous process improvements.
Requirements
- Min 3 years of experience working with Fiber networks Wireless and WiFi Routers.
- Grade 12 / Senior Certificate.
- N & A certification.
- Additional ICT qualification (including MTCNA) (CCNA) advantageous.
- Networking ICT and Telecommunications technology and industry knowledge.
- Proficient in Microsoft Office (Outlook Teams required Word and Excel advantageous).
- Knowledge of Mikrotik Cambium Ubiquiti and Totolink and TP Link hardware.
- Proven knowledge and understanding of TCP/IP DNS DHCP Tunnels routers and switches.
- Troubleshooting skills in a networking environment.
- Advanced understanding of PC hardware setup and configuration advantageous
- Layer 2 switching knowledge/ability advantageous
- Proficient in English (written and verbal) second language preferable.
- Work independently including remotely (when required).
- Willing and able to work shifts including evenings and weekends.
- Work under pressure and according to specific call resolution targets.
ZR2023JOB
Benefits
Medical Aid
Min 3 years of experience working with Fiber networks, Wireless, and Wi-Fi Routers. Grade 12 / Senior Certificate. N+ & A+ certification.
Education
Matric
Employment Type
Full Time
Key Skills
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