Support Technician (12-month FTC)
Octotel · Cape Town, Western Cape
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Start free — we apply for you →Key Responsibilities
- Email and telephone customer support and service management in the FNO/ISP/Telecoms industry.
- Triage and prioritisation of outages, tickets and service requests.
- Outage management: Escalation and network notices and customer follow-up.
- Processing of all fibre reconnect/migration orders.
- Engaging with and providing continuous feedback to ISP's regarding reconnection/migration service orders.
- Managing internal communication regarding scheduled maintenance and outages.
- Maintenance scheduling and customer/service audits.
- Hardware configuration and troubleshooting.
- Remote support of on-site/field technicians advantageous.
- Projects and project reporting.
- Scheduling on-site support appointments, updating and maintaining appointment calendars.
- And any other reasonable task.
Requirements
- Minimum 3 years' experience in a FNO/ISP technical support environment.
- Relevant tertiary qualification e.g. N+/CCNA is preferred.
- Tier 2 or higher Support Technician experience in FNO/ISP/Telecoms industry advantageous.
- Comfortable working on various CRM and various service management platforms.
Critical Competencies
- Customer experience/Customer service excellence mindset.
- Analytical troubleshooting skills.
- Solid experience configuring and troubleshooting internet connectivity issues using command line tools e.g. telnet, netstat, tracert, ping.
- Thorough understanding of DNS in terms of network connectivity.
- Excellent Stakeholder engagement and Stakeholder Management.
- Strong Administrative skills.