ISP & Desktop Support Technician at Faircape Group

Role purpose:  The ISP Support Specialist is responsible for assisting customers and internal staff with technical issues on their fibre/wireless services, or questions relating to computer hardware and/or software . Duties will include taking phone calls from customers/staff or communicating with them through messaging platforms or onsite. Helping customers or internal staff diagnose technical issues over the phone/email/onsite and resolving their issues timeously, also, installing, maintaining & tracking (Asset Management) company hardware, software, networks, and infrastructure to ensure business sustainability and good end-user experience.

Provide technical support across the company, remotely or onsite and contribute to the continuous improvement of processes, systems, knowledge base and third-party relationships.  Provide residential customer ISP support on a rotational basis. 

Duties include but are not limited to the following:

Maintenance

• WiFi coverage in villages
• General network maintenance (including upgrades, software updates)
• New network device configurations
• Fumes UPS, water meters configurations

Technical Support

• Faircom Support Desk duties
• Residential customers router configurations
• VoIP configurations and setups
• Faircape IT/desktop queries 
• Fault Reporting

Administration 

• Creating and updating ISP support policies and procedures
• Configure, deploy and maintain computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment for new and existing staff
• Asset Management
• Obtain quotations for IT related equipment

Service Level 

• Daily/Weekly/Monthly ongoing and continuous tasks
• Maintaining and monitoring systems and the network monitoring software

Qualifications:

• Matric
• Relevant Information Technology Degree or Diploma advantageous
• Mikrotik MTCNA/MTCRE
• Qualification or Certificate in Information Technology or other relevant qualifications from industry recognised institutes (A+, N+, MCSA, MCSE, MCP or MOUSE)
• Valid Driver’s License and Own Reliable Transport (Compulsory)

Experience and Knowledge:

• Minimum 2 years working experience as a Desktop Support Technician, Network Support Technician, Systems Administrator, or similar role
• Experience installing, configuring, maintaining, and troubleshooting desktop and laptop computers and their operating systems and peripherals in office environments (Windows, Chrome OS, Macos).
• Experience working with and understanding the fundamentals of configuring and troubleshooting computer networks (TCP IP configuration, subnets, DNS, etc.).
• Experience working with, configuring and troubleshooting network devices (VOIP handsets, residential Routers, etc.).
• Experience resolving end-user problems and working with an incident management system.
• Experience dealing with customers, staff and external suppliers on a continuous basis.
• ISP or telecommunications background
• Mikrotik and other switch/router brand experience, configuration and troubleshooting
• IP addressing and subnetting
• Ticketing, and answering customer queries via the phone
• PC hardware and software, internal WIFI AP’s and VOIP

Skills and Attributes

• Excellent communication skills (verbal and written)
• Proven organisational and administration skills
• Able to perform under pressure
• Customer service orientated
• General network and internet understanding
• Knowledge of outdoor wireless networks (Siklu, Ubiquiti, Mikrotik)

Specific Requirements

• Solid and positive references
• Clear health record
• Clear credit record
• No criminal record
• Vaccinated against covid-19 or prepared to be vaccinated prior to commencing job

Normal working hours are Mondays to Fridays from 08h00 until 17h00 with a 45 minute lunch break. The company allows employees, by approval of the direct manager, to work flexi time between 07h00 and 18h00.