Job Description
About the Role
We are looking for a skilled and customer-focused ISP Helpdesk Support Agent to join a fast-paced ISP Helpdesk environment. This role plays a critical part in proactively and reactively managing service outages and degradations, with a strong focus on FTTH and FTTB services for home users and small to medium businesses.
Key Responsibilities
- Troubleshoot and resolve internet-related incidents across Fibre, Wireless, VoIP, desktop, email, and hosting environments
- Provide support for customer home and business devices including Wi-Fi printers, smart TVs, smart switches, and other connected devices
- Deliver an exceptional end-to-end ISP customer experience, from onboarding through to upgrades and cancellations
- Monitor, prioritize, and escalate incidents to ensure SLA adherence
- Work closely with internal Carrier, Connectivity, and Project teams to resolve infrastructure incidents and onboard new customers
- Coordinate with third-party vendors to resolve and update open incidents
- Record all incidents, updates, and resolutions accurately within the ITSM system
- Create and maintain Knowledge Base articles and known error documentation
- Identify recurring incidents, trends, and major issues, escalating proactively to management
- Provide first-line support for VoIP services over FTTH/FTTB
- Assist with the support, configuration, and maintenance of network devices when required
- Ensure efficient shift handovers to maintain 24/7 ownership of customer tickets
- Continuously suggest improvements to systems, processes, and service delivery
Requirements
Minimum 4 years experience as a Mid-Level Support Engineer in a call centre environment, supporting international customers
Proven experience in an ISP or technical customer support role
Strong knowledge of FTTH / FTTB infrastructure
Working knowledge of VoIP technologies
Solid understanding of network cabling, topology, and classifications
Experience supporting multiple operating systems and common home-user technologies
Strong troubleshooting, analytical, and problem-solving skills
Excellent verbal and written communication skills in English and Spanish
Customer-centric approach with full incident ownership (cradle-to-grave)
Ability to work shifts and operate independently
Valid drivers license and own transport
Preferred Certifications (Advantageous)
CompTIA A+ / Network+
CCNA / HCNA
Microsoft Certified IT Professional
Monitoring tools such as Nagios, PRTG, or similar
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Gauteng
The IT and computer industry is one of the most dynamic and growing sectors in Gauteng, with a thriving job market that offers a wide range of opportunities for career advancement.
In terms of salary ranges, IT professionals in Gauteng can expect to earn anywhere from R800 000 per annum for junior positions to over R2 million for senior executives. The average salary for software engineers is around R1.5 million, while data analysts can earn between R900 000 and R1.2 million. With experience and skills, IT professionals in Gauteng can expect significant salary increases, with some roles offering bonuses and benefits that can increase their overall remuneration.
To succeed in the IT industry in Gauteng, candidates need to possess a range of key skills, including programming languages such as Java, Python, and C++, as well as experience with databases, cloud computing, and cybersecurity. Strong problem-solving skills, attention to detail, and excellent communication skills are also essential for success in this field. Additionally, knowledge of ITIL (Information Technology Infrastructure Library) and Agile methodologies can be highly valued by employers.
Several major companies and industries in Gauteng are currently hiring IT professionals, including technology firms such as Microsoft, IBM, and Oracle, as well as banks and financial institutions like Standard Bank and Nedbank. The finance industry is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Career growth opportunities are abundant in the IT industry in Gauteng, with many companies investing heavily in employee training and development programs. With experience and skills, IT professionals can move into senior leadership positions or start their own businesses, while also pursuing further education and certifications. The Johannesburg Stock Exchange (JSE) is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Overall, the IT industry in Gauteng offers a wide range of exciting career opportunities for job seekers with the right skills and experience. With salaries that are competitive with those offered by major companies globally, there has never been a better time to pursue a career in this dynamic and rapidly evolving field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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