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.
Qualifications
No formal education or certifications mentioned.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT Support/Helpdesk Jobs in Gauteng
Gauteng is one of the most populous provinces in South Africa, and its thriving IT sector has created a high demand for skilled IT Support/Helpdesk professionals. Typically, job seekers with experience in this field can expect to find employment opportunities across various industries, including financial services, technology, manufacturing, and more.
Generally, salaries for IT Support/Helpdesk roles in Gauteng fall within broad ranges, often between R500 000 and R900 000 per annum, depending on factors such as level of experience, company size, and industry sector. For instance, a junior IT Support role might start around the lower end of this range, while senior IT Support or Helpdesk Manager roles can command higher salaries towards the upper end of the spectrum. However, actual salaries may vary significantly based on individual circumstances.
Common skills required for an IT Support/Helpdesk role include proficiency in operating systems (Windows, macOS, Linux), hardware troubleshooting, network fundamentals, software applications (Microsoft Office, Google Suite), and excellent communication and problem-solving skills. Additionally, experience with ticketing systems, remote desktop tools, and helpdesk software is often beneficial. As technology continues to evolve, IT Support professionals must stay up-to-date with the latest trends and technologies to remain competitive in the job market.
Many industries employ IT Support/Helpdesk staff, but certain sectors commonly require these roles more frequently than others. The financial services sector, for example, relies heavily on IT support to manage customer transactions and protect sensitive data. Similarly, technology companies need skilled Helpdesk professionals to resolve hardware and software issues with their own products and services.
For aspiring IT Support/Helpdesk professionals, career development opportunities abound. Typically, entry-level roles can provide a solid foundation for advancement into senior support or management positions. As experience grows, so do opportunities for specialized training, certification, or mentorship programs. Many organizations also offer internal promotions and lateral moves to help employees expand their skill sets and advance in their careers. By staying adaptable, acquiring new skills, and demonstrating dedication to the role, IT Support/Helpdesk professionals can enjoy rewarding and challenging careers in Gauteng’s thriving IT sector.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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