Job Description
About the Role
The IT Business Support Specialist plays a key role in delivering advanced technical assistance and ensuring a high standard of customer satisfaction. This role focuses on providing in-depth troubleshooting, supporting complex customer setups, and driving first-time resolution of support requests.
Key Responsibilities
- Provide advanced troubleshooting and resolution for complex technical issues.
- Support advanced customer setups, including networking and routing configurations.
- Conduct fault diagnosis and in-depth troubleshooting using diagnostic tools and remote access.
- Deliver remote support to customers via AnyDesk or similar platforms.
- Serve as an escalation point for frontline support teams, offering guidance and expertise.
- Follow the escalation matrix and document all escalated cases for audit purposes.
- Collaborate with CNOC and Core Engineering teams on complex fault investigations.
- Identify recurring issues and log them for problem management or system improvements.
- Handle calls, triage issues, and manage support tickets efficiently.
- Provide timely client feedback and maintain clear, professional communication.
- Communicate directly with VIP clients via WhatsApp, offering personalized support, updates, and proactive notifications for known issues.
- Strive for first-time resolution to improve customer experience and reduce repeat escalations.
- Manage support tickets, ensuring all actions are captured accurately in Q-Contact or other ticketing platforms.
- Document troubleshooting steps, resolutions, and best practices for internal knowledge sharing.
- Contribute to the internal knowledge base by documenting common fixes and troubleshooting steps.
- Support continuous improvement of processes to enhance service efficiency and delivery.
Requirements
Grade 12 is required.
MikroTik Certification (essential).
Experience in ISP, telecommunications, or enterprise networking environments.
Voice and PABX experience, including Advanced configuration, troubleshooting, and support of telephony systems.
Working knowledge of PortaOne platform (advantageous).
Strong knowledge of TCP/IP, routing protocols, VPNs, and network security principles.
Proven ability to troubleshoot and resolve complex networking issues.
Experience working in customer support or technical escalation roles.
Excellent communication skills with the ability to explain technical concepts clearly.
Ability to work independently and collaboratively in a fast-paced environment.
At least 3 Years experience working in a networking environment.
Experience with other vendor technologies (e.g., Huawei, Ubiquiti, Fortinet).
Strong understanding of fibre networks and wireless RF technologies.
Qualifications
No formal qualifications mentioned.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT Support/Helpdesk Jobs in Western Cape
The IT Support/Helpdesk industry is a vital part of the Western Cape’s job market, particularly in the technology sector. Typically, this field experiences steady growth as organisations seek to improve their technological infrastructure and support services. Commonly, IT professionals are in high demand across various industries.
Generally, salaries for IT Support/Helpdesk roles can vary widely depending on factors such as experience, company size, and industry sector. While broad ranges cannot be provided, it’s clear that entry-level positions often fall within the R200 000 to R300 000 per annum bracket, while senior roles may exceed R500 000. Experience, training, and certifications also play a significant role in determining salary levels.
Common skills required for IT Support/Helpdesk roles include technical expertise in operating systems, software applications, hardware, and networking fundamentals. Additionally, strong communication and problem-solving skills are often essential for effective support services. Many employers place great emphasis on the ability to work collaboratively as part of a team. Other relevant skills may include cloud computing, data analytics, cybersecurity, or digital literacy.
The technology industry is a significant sector that commonly employs IT Support/Helpdesk professionals, followed by financial services, manufacturing, and healthcare. These sectors require reliable technological systems to operate efficiently, making them attractive employers for this type of role.
Career development opportunities abound in the IT Support/Helpdesk field. Typically, experienced professionals may seek specialisations such as technical support manager, service desk coordinator, or technical analyst. Some may choose to pursue advanced qualifications, such as a Postgraduate Diploma in Information Technology, to enhance their skills and advance their careers. Others may transition into related roles, such as IT project management or business analysis. Overall, the career prospects for IT Support/Helpdesk professionals are promising, with opportunities for growth and advancement available across various sectors.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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