Junior Technical Support Agent

Overview:

We are looking for a technically skilled (IT) candidate with all-round problem-solving abilities for the position of Technical Support Agent. The duties of the Support Agent include troubleshooting and problem-solving IT / ISP related issues our customers may have.
The Agent is expected to display good interpersonal skills as they will interact with customers and colleagues from various departments and executive levels. They will be required to comprehend, diagnose and resolve technical tasks independently; and assess the internet connectivity needs of our customers. The Agent will also be required to setup, maintain and/or diagnose any incoming/outgoing hardware.

Job Description:

• Office bound Agent accepting and responding to chat messages, emails/tickets and inbound calls. The candidate will be working in an IT / ISP environment supporting residential end users and businesses. The candidate will join our technical team comprising of Network Technicians, a Network Administrator and a Network Engineer.
• The candidate must have a reliable internet connection at home with a Desktop/Laptop for after hour support.
• The position is based in Epping, Cape Town

Roles & Responsibilities:

• Provide chat, email and/or telephonic support to end users and businesses
• Troubleshoot Internet related connectivity issues as reported by our customers
• Provide general sales info to customers as required
• Configuring customer equipment for the installation teams
• Test and booking-in of faulty hardware (routers, switches, beams etc) to suppliers
• Scheduling and assigning equipment and services to installations on our CRM system
• Working with other IT, ISP & Sales support personnel in maintaining the efficiency of tasks
• Updating customer profiles with any changes regarding the technical support offered

Personality:

The candidate must be/have:

• A meticulous and methodical approach to work
• Self-driven and motivated to work without supervision
• The ability to handle stress and manage customers in a calm manner
• Have good problem-solving skills
• Be able to think inside the lines and outside of the box

Working Hours:

• Monday to Friday 08h00 to 17h00 (4 out of 5 weekdays); and
• One 4.5-hour weekday remote “after-hours” support shift on the “off weekday” from 16h30 to 21h00 and;
• One 4.5-hour remote support shift per weekend
• One 4.5-hour remote support shift every second public holiday (Paid Public Holiday Rates)

Qualifications:

• A+ and N+ (advantageous)
• Basic Networking Diploma or similar (advantageous)

Experience:

• Experience and/or understanding of navigating through Windows 10 and up
• Knowledge of using and installing Microsoft Office suite software
• Work experience in an ISP support environment (advantageous)
• MikroTik knowledge (highly advantageous)