Description

Our client is a fast-growing and highly innovative Internet Service Provider. The Service Desk team is responsible for 1st Line Support to customers. With a strong focus on customer satisfaction, you will be expected to troubleshoot and resolve issues with services such as but not limited to broadband, Fibre To The Home or business, domains and hosting and ADSL. The position does not always entail remote assistance as they have frequent walk-in customers as well.

Duties & Responsibilities
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.

Desired Experience & Qualification
• Completed grade 12

• An IT/Telecommunication qualification

• 2 years' experience providing Technical Support in a Service Desk Environment

• 2 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

Package & Remuneration
Benefits

R10 000 to R14 000 per month plus possible performance incentives.

• 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 well-being resources, provided by registered professionals.

• Exposure to latest industry technologies and standards

• Lastly, a work environment that rivals the very best!

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