ISP & Desktop Support Technician for After hours Support. (Mondays to Fridays 16h to 21h and Rotational on Weekends 9h to 21h)
Role purpose: The ISP Support Specialist is responsible for assisting customers and internal staff with technical issues on their fibre/wireless services, or questions relating to computer hardware and/or software . Duties will include taking phone calls from customers/staff or communicating with them through messaging platforms or onsite. Helping customers or internal staff diagnose technical issues over the phone/email/onsite and resolving their issues timeously, also, installing, maintaining & tracking (Asset Management) company hardware, software, networks, and infrastructure to ensure business sustainability and good end-user experience.
Provide technical support across the company, remotely or onsite and contribute to the continuous improvement of processes, systems, knowledge base and third-party relationships. Provide residential customer ISP support on a rotational basis.
Duties include but are not limited to the following:
Maintenance
- Wireless and Fibre coverage in Bloemfontein
- General network maintenance (including upgrades, software updates)
- New network device configurations
- Power Monitor UPS/Inverters, Schedule routine Battery Maintenance.
Technical Support
- Support Desk duties
- Residential customers router configurations
- VoIP configurations and setups
- IT/desktop queries
- Fault Reporting
Administration
- Creating and updating ISP support policies and procedures
- Configure, deploy and maintain computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment for new and existing staff
- Asset Management
- Obtain quotations for IT related equipment
Service Level
- Daily/Weekly/Monthly ongoing and continuous tasks
- Maintaining and monitoring systems and the network monitoring software
Qualifications:
- Matric
- Relevant Information Technology Degree or Diploma advantageous (Extensive Networking and Understanding course)
- Mikrotik MTCNA/MTCRE, Ubiquiti, Cambium, SIAE
- Qualification or Certificate in Information Technology or other relevant qualifications from industry recognised institutes (A+, N+, MCSA, MCSE, CCNA, MCP or MOUSE)
- Valid Driver’s License and Own Reliable Transport (Compulsory)
Experience and Knowledge:
- Minimum 3 years working experience as a Desktop Support Technician, Network Support Technician, Systems Administrator, or similar role
- Experience installing, configuring, maintaining, and troubleshooting desktop and laptop computers and their operating systems and peripherals in office environments (Windows, Chrome OS, Macos).
- Experience working with and understanding the fundamentals of configuring and troubleshooting computer networks (TCP IP configuration, subnets, DNS, POP, IMAP, SMTP etc.).
- Experience working with, configuring and troubleshooting network devices (VOIP handsets, residential Routers, etc.).
- Experience resolving end-user problems and working with an incident management system.
- Experience dealing with customers, staff and external suppliers on a continuous basis.
- ISP or telecommunications background
- Mikrotik and other switch/router brand experience, configuration and troubleshooting
- IP addressing and subnetting
- Ticketing, and answering customer queries via the phone
- PC hardware and software, internal WIFI AP’s and VOIP
Skills and Attributes
- Excellent communication skills (verbal and written) (No compromise)
- Proven organisational and administration skills
- Able to perform under pressure
- Customer service orientated
- General network and internet understanding
- Knowledge of outdoor wireless networks (SIAE, Ubiquiti, Mikrotik)
Specific Requirements
- Solid and positive references
- Clear health record
- Clear credit record
- No criminal record
Normal working hours are Mondays to Fridays from 16h00 until 21h00, Weekends On A Rotational basis from 9h00 until 21h00
