Service Desk Agent

SUMMARY:

POSITION INFO:

Job Duties:

• Responding to queries via phone, email or live chat
• Taking ownership of customer issues and following standard service desk procedures
• Troubleshooting and diagnosing issues with the following services: FTTH, WiFi, Broadband, LTE, Domains, Hosting Services, and ADSL.
• Providing efficient and effective support to achieve a high rate of first-time resolution.
• Following up with customers to ensure full resolution of the problem.
• Ensure internal and external ticket communication is carried out in a professional and timely manner
• Escalation of relevant incidents beyond 1st line support.
• Adhere to shift roster and standby requirements.
• And any other reasonable task.

Requirements

• Primary requirement is that the candidate needs to have strong troubleshooting abilities, especially regarding Fibre, be it FTTH or FTTB. 
• Completed grade 12
• An IT/Telecommunication qualification
• 4 years'' experience providing Technical Support in a Service Desk Environment
• 4 years'' experience troubleshooting FTTH, FTTB, LTE, Broadband, WiFi, Domains, Hosting and ADSL.
• At least 2-years experience within an ISP/Telecoms environment.
• Experience using remote desktop support applications
• Strong understanding of ISP/Telecoms networks
• Comfortable with shift work and standby

Benefits

• Company contribution to Medical Aid
• Retirement Annuity contribution
• Discounted Internet Connectivity
• Free Barista prepared coffee, breakfasts and snacks.
• Employee Wellness Programme (ICAS). Providing free 24/7/365 counselling for you and your family in your household, as well as other health and wellbeing resources, provided by registered professionals.
• Exposure to the latest industry technologies and standards
• Lastly, a work environment that rivals the very best!

If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.

NB! This job is now closed. You can apply for other jobs by uploading your CV.