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 in the Cape Town City Centre. 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.
- Strive for first time resolution of support tickets to improve customer experience and reduce repeat escalations.
- Act as an escalation point for frontline support teams, offering guidance and expertise.
- Collaborate with internal teams to identify, escalate, and resolve systemic issues.
- Document troubleshooting steps, solutions, and best practices for internal knowledge sharing.
- Contribute to process improvements that enhance support efficiency and service 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.
Qualifications
Formal education/certifications: None mentioned
Salary & Benefits
Salary information not provided
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Cape Town Region
The IT and computing industry in the Cape Town region is generally thriving, with a strong demand for skilled professionals in fields such as software development, data analytics, and cybersecurity. Typically, these roles are found across various sectors, including technology, finance, healthcare, and education. As a result, career opportunities in this field are often diverse and abundant.
In terms of salary ranges, it’s common to find IT and computing professionals earning between R400 000 to R1 200 000 per annum, depending on factors such as experience, company size, and industry sector. However, please note that these figures are broad estimates and may vary significantly based on individual circumstances. For instance, senior roles or those in larger companies tend to command higher salaries, while entry-level positions may be lower.
Common skills required for IT and computing roles include proficiency in programming languages such as Java, Python, or C++, experience with software development methodologies like Agile or Scrum, knowledge of data structures and algorithms, and familiarity with cloud computing platforms. Additionally, many employers also value skills such as data analysis, problem-solving, and communication.
The technology industry is a significant sector that employs IT professionals in Cape Town, followed by the financial services and manufacturing sectors. Other industries that commonly require these roles include education, healthcare, and government.
For those looking to advance their careers in IT and computing, there are various opportunities for professional development. Typically, this involves obtaining relevant certifications, such as CompTIA or Cisco, and staying up-to-date with industry trends through online courses or workshops. Many employers also provide training and mentorship programs to support employee growth. With experience and continuous learning, it’s possible to move into senior roles or specialise in a particular area of expertise.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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