Support Representative (Technical / Escalation & Field Coordination)

SUMMARY:
A leading digital company is looking for a Support Representative to join their team, based at the Cape Town, Johannesburg, or Durban office.

You’ll own escalated tickets from start to finish, troubleshoot issues, coordinate with clients and field technicians, and make sure every problem gets the right solution - fast!

POSITION INFO:
Duties and Responsibilities: 
Advanced Troubleshooting & Escalated Ticket Ownership:

• Receive escalated tickets from Tier 1 and take full ownership until resolution or closure.
• Perform advanced troubleshooting beyond first-line capability.
• Investigate network-level issues and identify root cause where determinable.
• Actively monitor and reduce personal ticket backlog; prioritise ageing and overdue tickets.

• Monitor device status using CMS and Arcus for assigned environments.
• Track offline devices and investigate following the Network Fault Methodology documents.
• Record detailed interaction notes every time an offline device is investigated — no exceptions.

• Coordinate directly with clients on-site where required.
• Proactively coordinate with field technicians and contractors on open tickets requiring a site visit.
• Support assignment of field technicians and contractors to jobs, and follow up to ensure timely, efficient resolution.

• Prepare quotations via Dear or an equivalent quoting platform where required.
• Initiate and coordinate replacement processes where remote recovery is not possible.
• Maintain accurate visibility of all replacement and quote statuses until full resolution.
• Ensure ticket records fully reflect all replacement actions and the complete replacement history.

• Monitor the overall health of assigned client networks.
• Track open and recurring issues and report bottlenecks.
• Identify risk areas affecting uptime and provide structured updates to internal stakeholders.

• Review Microsoft Planner daily to ensure maintenance jobs are correctly assigned to field technicians.
• Confirm Planner job cards are complete, correctly categorised, and linked to the relevant Manage Engine ticket.
• Upload required supporting documentation (POs, SOs, job cards) and close jobs promptly once work is confirmed complete.
• Ensure Planner accuracy supports Finance billing readiness at all times.

• Attend day-to-day operational meetings as required.
• Ensure every ticket received from Tier 1 is picked up and actively progressed, with full troubleshooting history preserved.
• Escalate further where an issue exceeds Tier 2 resolution capability, following defined escalation paths.

• Manage Engine — primary ticketing system for logging, tracking, and managing all support requests (subject to change).
• CMS (Central Management System) and Arcus — device monitoring and connectivity status.
• Dear (or equivalent) — quotation platform for hardware replacement quotes.
• Microsoft Planner — maintenance and field technician job coordination.
• Client Portals.
• Additional internal systems and client portals may be introduced as required.

• Technically confident and comfortable with advanced troubleshooting of the hardware the company sells, remotely and on-site.
• Strong understanding of networking fundamentals — connectivity, routers, switches, and IP behaviour — sufficient to investigate network-level issues.
• Ability to diagnose and distinguish between hardware, network, software, and configuration failure patterns at an advanced level.
• Comfortable coordinating directly with clients, contractors, and field technicians, including on-site engagement.
• Experience preparing quotations or coordinating hardware replacement/logistics processes is advantageous.
• Experience with help desk or technical support environments, remote support tools, digital signage systems, or Manage Engine is advantageous.
• Strong ownership mindset - sees an escalated ticket through to full closure, including coordination across teams.
• Attention to detail - accuracy in tickets, CMS records, quotes, and Planner tasks is non-negotiable.
• Clear communication skills - with clients, contractors, field technicians, and within all documentation.
• Professional client and stakeholder engagement, including in on-site or higher-pressure situations.
• Reliability and responsiveness - proactively communicates when something changes or a job is delayed.
• Effective prioritisation - manages a mixed workload of tickets, site coordination, and quoting without needing to be told what matters most.
• Team collaboration - supports Tier 1 with clean handovers and shares knowledge across the team.