Technical Support Analyst at West Coast Personnel

• Our client is a leading UK-based telecoms and IT provider delivering advanced connectivity, VoIP, and cloud solutions to businesses. Their growing Cape Town office supports a UK customer base and offers a dynamic, fast-paced environment for technical professionals.

Salary: Lucrative, depending on experience and qualifications

Role Overview
Seeking a skilled Technical Support Analyst to provide remote support to UK clients, full-time UK working hours in office, specialising in:

• VoIP / IPPBX systems
• Internet & broadband connectivity
• Wi-Fi and network troubleshooting

Key Responsibilities 

• Deliver technical support via calls, email, and chat
• Troubleshoot:
• VoIP systems (IP Voice, Bicom, IPECS, 3CX, Yeastar)
• Hardware (Yealink, DECT, headsets)
• Connectivity (Broadband, Mobile Broadband, Leased Lines)
• Networks (routers, switches, Wi-Fi, LAN)
• Own and manage faults through to resolution within SLA
• Liaise with suppliers and IT teams to resolve issues
• Escalate complex faults and assist with outage management
• Participate in ongoing product training

Requirements

• Matric (relevant IT/Telecoms qualification advantageous)
• Strong telephone-based technical support experience
• Proven troubleshooting in VoIP, connectivity, and networks
• Yeastar experience essential
• Willing to work UK shifts (including weekends)

Advantageous

• Telecoms/ISP support background
• Knowledge of ISPs (MWEB, RSAWEB, Octotel, etc.)