Support Technician

Job Title: Support Technician

Department: Support

Reports To: Support Desk Manager

Date Updated: June 2025

Salary: R25,000 CTC per month

Location: Winelands / Stellenbosch

The Support Technician is responsible for administering, troubleshooting, and maintaining our client’s voice and data networks, including CCTV infrastructure, routers, gateways, and PBX phone systems. The role includes configuring network and voice solutions according to client requirements, providing technical support, and ensuring optimal system performance across all supported environments.

• Experience with data networking, including VPN implementation, firewall configuration, and network routing (preferred).
• Good understanding of voice networking and VoIP environments.
• Solid technical knowledge of analogue, digital, and VoIP services.
• Understanding of IP networking and data service provision.

• Maintain networks, including CCTV systems, data networks, and voice services.
• Monitor infrastructure and proactively address system failures.
• Configure and maintain routers, gateways, and firewalls.
• Set up and manage VPN connections between sites.
• Configure port forwarding and Quality of Service (QoS) on routers.
• Perform preventative maintenance on routers, including updates and scheduled reboots.
• Verify router configurations to ensure compliance with standards.
• Set up wireless access points (APs) for clients.
• Manage and configure PRTG network monitoring.
• Test, install, and maintain network-related systems.

• Provide support for VoIP and voice networking environments.
• Assist with Porta voice-related issues.
• Provide 3CX support and troubleshooting to users.

• Create and manage users in Active Directory and assign permissions.
• Support and maintain Microsoft Windows and Microsoft Exchange environments.
• Install and configure desktop computers and software.
• Set up domains for websites and email (POP3 and Exchange).
• Perform domain transfers and manage DNS records.
• Configure and manage IIS websites.

• Act as the primary interface for users reporting technical issues.
• Respond to CRM support tickets within agreed timelines.
• Provide technical support via phone, email, and face-to-face interaction.
• Keep users informed of progress on problem resolution.
• Advise users on proper product usage and address specific concerns.
• Escalate and report unresolved issues to management as required.
• Assist with internal troubleshooting and support when required.

• Customer service focused with strong interpersonal skills.
• Ability to work effectively within a team.
• Strong written and verbal communication skills.
• Good time management and organisational skills.
• Ability to work in a fast-paced and high-pressure environment.
• Professional demeanour and presentation.
• Ability to manage conflict effectively.