Job Description
Responsibilities:
- Resolve technical issues and customer requests via Freshdesk within SLA targets
- Manage and update support tickets, documentation, and change requests
- Monitor systems, interpret cron mails, and apply OS or application-level fixes
- Perform OS and Iris upgrades, patching, and daily infrastructure health checks
- Communicate professionally with customers and contribute to internal knowledge sharing
- Participate in the after-hours support rotation
Requirements:
- 2 – 4 years in technical support or IT operations (preferably in telco, ISP, or NOC)
- Strong Linux/Unix skills (CLI proficiency, log analysis, cron job management, patching)
- Familiarity with tools like Nagios, Zabbix, Prometheus, and networking concepts (SNMP, syslog, TCP/IP)
- Customer-focused mindset with solid written and verbal communication
- Experience with support platforms such as Freshdesk, Zendesk, or Jira Service Desk
- Self-managed, proactive, and eager to learn and grow
Qualifications:
- Matric (Grade 12) + IT Diploma or Degree in Computer Science/Information Technology
- One or more certifications: CompTIA Network+, Cisco CCNA, or similar
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