Technical Support Agent

Job title: Technical Support Agent (Internet Service Provider)
Reporting to: Technical Service Manager
Job Purpose:

The Company is a full-service Internet Service Provider (ISP) and Fibre Network Operator (FNO). We design, implement, manage and maintain business and residential connectivity solutions.  The Technical Support Agents are the central point of contact for all customer incidents and service requests. The role of our agents is to provide first and second-line support for all our residential and business customers. Assisting our clients, and logging their requests are imperative to providing customer satisfaction and continuous service delivery demands. Technical Support Agents work in a dynamic, fast-paced environment that provides services via the phone, e-mail, remote desktop, etc.

Responsibilities:

• Assist our clients with logging any IT/Internet-related incidents when called upon.
  • Responsible for troubleshooting and supporting all The Company’s LAN, WAN network & user devices.
  • Assist our clients telephonically or remotely with connectivity issues.
  • Escalate any unresolved queries to higher-level support.
  • Responsible for installing and configuring new devices and supporting technical teams in the field.
  • Maintain a first-class/professional level of customer service, ensuring that all customers are treated efficiently and appropriately.
  • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical clients.
  • Accurately record, update, and document requests using the IT service desk system.
  • Be willing to attend internal training, if and when necessary, to keep up to date with the latest technology and internal system processes.
  • Work well in a team and remain highly motivated and driven to accomplish your roles and responsibilities.
  • Might be required to work shifts outside working hours. (nights & weekends when necessary)
  • Any other duties that may be required by The Company.

Requirements:

• Grade 12
  • Minimum of 6 months to 2 Years of professional experience within ISP(Internet Service Provider) Industry.
  • Extremely customer service oriented.
  • A+, N+, MikroTik (MTCNA), beneficial but not a requirement
  • Background in telecommunications (Internet Service Provider)
  • Any other IT qualifications will be beneficial but not a requirement.
  • Drivers Licence
  • Own vehicle/transport

Remuneration: Market-related