Support Technician

Introduction

Our client is looking for a Support Technician to provide technical support to customers across a range of telecommunications and connectivity solutions, including VSAT, FTTB, Wireless, SD-WAN, LTE and LEO technologies.
The successful candidate will be responsible for providing first-line technical support, assisting with remote installations, troubleshooting customer issues and ensuring support queries are resolved efficiently and within the required service levels.

Key Responsibilities

• Log and manage customer support calls using the company's ticketing system.

• Provide first-line technical support to customers across various telecommunications and connectivity solutions.

• Assist installers with installations by providing remote technical support where required.

• Troubleshoot and resolve technical faults and customer queries.

• Escalate complex technical issues to second-line support or relevant vendors when necessary.

• Prepare and maintain data usage reports.

• Follow established call-logging and support procedures.

• Prepare fault-finding reports and incident reports where required.

• Ensure all support queries are managed in accordance with internal Service Level Agreements (SLAs).

• Keep up to date with new telecommunications solutions, technologies and products.

Minimum Requirements
Qualifications

• Matric / Grade 12.

• A tertiary qualification in A+, N+ or a relevant technical field would be advantageous.

Experience & Technical Skills

• Minimum of 1 year’s experience in a similar technical support role.

• Previous experience within the telecommunications industry would be advantageous.

• Knowledge of networking and wireless technologies.

• Good working knowledge of Microsoft Office Suite.

• Experience providing first-line technical support and troubleshooting.

• Ability to identify, document and elevate technical faults appropriately.

Key Competencies & Attributes

• Excellent verbal and written communication skills.

• Strong customer service orientation.

• Excellent organisational and multitasking skills.

• Professional and customer-focused approach.

• Positive attitude and strong work ethic.

• Ability to work effectively in a call-centre/support environment.

• Strong attention to detail.

• Willingness to continuously expand technical knowledge.

• Ability to work effectively as part of a team.

• High level of dedication and accountability.

• Ability to work under pressure and meet strict deadlines.

Ideal Candidate
The ideal candidate will be a technically minded and customer-focused individual who enjoys troubleshooting and assisting customers. They should have a good understanding of networking and wireless technologies, strong communication skills and the ability to manage multiple support queries while maintaining a professional approach.