IT Business Support Agent

SUMMARY:
A company based in Tshwane is looking for a Business Support Agent to join their team.

POSITION INFO:
The Business Support Agent provides technical support and troubleshooting for customers using wireless, fibre, and voice services. This role involves first line support, striving for first-time resolution, and managing customer interactions across multiple channels. The agent is responsible for diagnosing and resolving faults, documenting solutions, escalating complex issues to higher-level teams, and maintaining service levels and customer satisfaction. A solid understanding of networking fundamentals, MikroTik routers, and basic voice/PABX systems is required. The role is ideal for a technically skilled individual with hands-on experience in ISP/WISP environments and strong problem-solving and communication skills.

Key Responsibility Areas:

• Provide first and second line support.
• Strive for First Call Resolution (FCR).
• Fault Diagnosis and Troubleshooting.
• Provide basic to advanced troubleshooting on customer-side faults.
• Support Tasks and Information Requests.
• Remote support via Any Desk to customers.
• Ticket Management and Escalation.
• Customer Interaction and Communication.
• Address basic customer queries (general queries, non-technical questions, password recovery, basic troubleshooting, basic procedural ‘how to’ questions).
• Supply clients with general information regarding their Wireless/Fibre/Voice services.
• Call Handling and Triage.
• Callback and Message Monitoring.
• Timely Client Feedback.
• Whatsapp Monitoring.
• Monitor known issue alerts and proactively notify affected clients.
• Identify recurring issues and log them for problem management or system improvement.
• Collaborate with Customer Support Specialist or Engineering teams on complex fault investigations.

• Effective time management skills with the ability to prioritize tasks and meet deadlines in a high-paced environment.
• Experience in an ISP/WISP environment, with a strong understanding of internet service operations and customer support processes.
• Voice and PABX experience, including basic configuration, troubleshooting, and support of telephony systems.
• Hands-on experience with MikroTik routers and networking tools, including basic configuration and diagnostics.
• Working knowledge of PortaOne platform (advantageous).
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and basic configuration of routers and switches (required).
• Basic understanding of PC hardware setup and configuration (advantageous).
• Strong problem-solving and fault-resolution skills, with the ability to identify root causes and implement effective solutions.
• Excellent verbal and written communication skills, with a professional approach to client interaction.

• Grade 12 is required.
• N+and A+ certifications are advantageous and will be considered a strong asset.