Technical Support Agent

Recruiter:

Red Ember Recruitment

Job Ref:

ZR_2023_JOB

Date posted:

Wednesday, March 12, 2025

Location:

CapeTown, South Africa

Salary:

Marker related

SUMMARY:
Red Ember Recruitment is recruiting a Technical Support Agent for a company based in Stellenbosch.

POSITION INFO:

The Technical Support Agents provide friendly and efficient first-line support, as well as core advanced customer support through troubleshooting and timely first-call resolution.
Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network-related queries about various hardware (a wireless router or access point), and occasionally VOIP (Voice over IP).
Technical Support Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, distant-desktop, route this, and e-mail) using ticketing and, route this and e-mail).
Calls that cannot be resolved are escalated appropriately.

First Line Customer Support:

Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, distant desktop, and route.
Provide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.
Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
Record support requests in the ticketing system.
Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers.
Providing updates at least hourly or daily as necessary.
Consistently monitor Microsoft Teams and WhatsApp for messages.

Troubleshooting, Problem-Solving and Monitoring:

Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.
Make use of troubleshooting tools such as tracers, ping, bandwidth test, and Route This.
Monitoring of Network using Dude and Zabbix.
Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).
Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately.

Customer Support Excellence:

Provide efficient first-call resolution across various communication channels.
Address technical issues promptly, ensuring updates and follow-ups as necessary.

Technical Problem-Solving:

Troubleshoot customer-side and internal network faults effectively using diagnostic tools.
Escalate unresolved issues to the appropriate teams, ensuring seamless service continuity.

Team Collaboration and Knowledge Sharing:

Support team operations by managing ticket backlogs and contributing to internal documentation.
Share industry knowledge and technical advancements with the team to improve overall support quality.

Operational Efficiency:

Monitor network systems, identify trends in incoming calls, and escalate recurring issues proactively.

Adherence to Standards:

Follow company policies, SOPs, and technical guidelines while ensuring customer satisfaction.
Participate in team meetings and contribute to continuous process improvements.

Requirements:

Min 3 years of experience working with Fiber networks, Wireless, and Wi-Fi Routers.
Grade 12/Senior Certificate.
N+ & A+ certification.
Additional ICT qualifications (including MTCNA), (CCNA) are advantageous.
Networking, ICT, and Telecommunications technology and industry knowledge.
Proficient in Microsoft Office (Outlook, Teams required, Word and Excel advantageous).
Knowledge of Mikrotik, Cambium, Ubiquiti Totolink, and TP-Link hardware.
Proven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches.
Troubleshooting skills in a networking environment.
Advanced understanding of PC hardware setup and configuration advantageous
Layer 2 switching knowledge/ability is advantageous.
Proficient in English (written and verbal), second language preferable.
Work independently, including remotely (when required).
Willing and able to work shifts, including evenings and weekends.
Work under pressure and according to specific call resolution targets.

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