Technical Service Desk Agent - Sea Point, Cape Town at RSAWEB

Job Duties:

• 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.

Requirements

• Completed grade 12
• An IT/Telecommunication qualification
• 5 years' experience providing Technical Support in a Service Desk Environment
• 5 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