ISP Helpdesk Support Agent

SUMMARY:
Job Tittle - ISP Helpdesk Support Agent
Employment - Full Time (Shift based)

Job Purpose
As an ISP Engineer, your primary goal is to ensure maximum service availability and performance for our FTTH (Fiber to the Home) and FTTB (Fiber to the Business) customers. You'll be responsible for proactive and reactive monitoring, swiftly addressing alerts related to service outages, and providing comprehensive technical support to resolve issues. Additionally, you'll serve as the primary point of contact for customer queries or complaints, extending support beyond technical issues to encompass sales, construction, and billing inquiries.

Key Responsibilities:

• Troubleshoot internet-related incidents, including fiber, wireless, desktop, email, and hosting support.
• Provide exceptional customer service to FTTH/FTTB customers throughout their lifecycle with us.
• Collaborate with internal teams and external vendors to resolve escalated infrastructure incidents.
• Participate in project onboarding of new customers and upgrades.
• Ensure incidents are resolved within SLA and update incident information accurately in the company's ITSM.
• Contribute to the development and maintenance of the company's Knowledge Base.

• Certification as IT Technician preferred.
• A+ / N+ certification.
• CCNA / HCNA certification.
• Microsoft Certified IT Professional preferred.
• Experience with monitoring systems such as Nagios or PRTG.
• Minimum 4 years' experience as a Mid-Level Support Engineer in a Call Centre environment dealing with international customers.
• Valid driver's license and own transport.
• Ability to work shifts.
• Proven experience in an ISP Engineer or similar customer support role.
• Working knowledge of VoIP technology.
• Familiarity with network cabling, classification, and topology.

POSITION INFO:

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