Technical Officer at Nexio

• The Technical Officer provides first- and second-line technical support to Vodacom Business customers by assisting with incident logging, basic troubleshooting, ticket management, and customer communication across selected products and services.
• The role focuses on developing technical capability, delivering reliable customer support, and escalating issues appropriately, while working under guidance and within defined operational procedures.

ROLE REQUIREMENT

Incident and Ticket Management

• Log, update, and manage service tickets accurately in the relevant systems.
• Acknowledge assigned tickets within agreed timelines.
• Perform initial troubleshooting and diagnostics using standard procedures and knowledge articles.
• Escalate unresolved or complex issues to senior support teams with clear notes and findings.
• Provide customers with regular status updates as guided by SLAs and team leads.
• Ensure proper shift handover to minimise unattended tickets.

Customer Support

• Provide professional and courteous support to customers via phone and written communication.
• Support customers on basic connectivity and service-related queries, including:
• WAN services (MPLS, VPN, SD-WAN – exposure level).
• Access technologies such as Fibre, LTE/3G, Microwave, and legacy services (basic support).
• Follow escalation and priority-handling instructions from senior team members.
• Adhere to customer service standards and service-level commitments.

Operational Support

• Assist with daily ticket reviews and open-case follow-ups.
• Capture accurate information to support fault resolution and reporting.
• Perform basic quality checks on ticket updates and documentation.
• Liaise with internal teams (e.g. Assurance, Field Operations, SOC) as directed.
• Identify recurring issues and flag them to senior team members or Problem Management

Learning, Teamwork, and Development

• Work closely with senior Technical Officers and specialists to build technical skills.
• Participate in knowledge-sharing sessions, training, and coaching.
• Document learnings, resolutions, and customer interactions clearly.
• Demonstrate willingness to learn new technologies and systems.
• Support team collaboration and contribute positively to the service environment.

Technical and professional qualifications

• Matric (essential).
• National Diploma or Certificate in IT, Networking, or a related field (advantageous but not essential).

Certifications:

• CCNA (or currently studying towards) – advantageous.
• CCNP (advantageous).
• ITIL Foundations (advantageous).

Skills and Competencies

• Basic troubleshooting and analytical skills.
• Strong communication skills (verbal and written).
• Good attention to detail and record-keeping.
• Ability to follow processes and escalation paths.
• Customer-focused mindset.
• Willingness to learn and grow within a technical support role.