Job Description
About the Role
The IT Business Support Agent plays a critical role in providing technical support and troubleshooting for customers using wireless, fibre, and voice services. This position involves first line support, striving for first-time resolution, and managing customer interactions across multiple channels. We are seeking a technically skilled individual with hands-on experience in ISP/WISP environments to join our team.
Key Responsibilities
- Provide first and second line support
- Strive for First Call Resolution (FCR)
- Fault Diagnosis and Troubleshooting
- Remote support via Any Desk to customers
- Ticket Management and Escalation
- Customer Interaction and Communication
- Address basic customer queries
- Supply clients with general information regarding their Wireless/Fibre/Voice services
- Call Handling and Triage
- Callback and Message Monitoring
- Timely Client Feedback
- Whatsapp Monitoring
Requirements
- Effective time management skills with the ability to prioritize tasks and meet deadlines in a high-paced environment
- Experience in an ISP/WISP environment, with a strong understanding of internet service operations and customer support processes
- Voice and PABX experience, including basic configuration, troubleshooting, and support of telephony systems
- Hands-on experience with MikroTik routers and networking tools, including basic configuration and diagnostics
- Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and basic configuration of routers and switches
- Basic understanding of PC hardware setup and configuration (advantageous)
Qualifications
Grade 12 is required. Nand A certifications are advantageous and will be considered a strong asset.
Salary & Benefits
No salary information is available at this time.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Tshwane
In the Tshwane area, the IT and computing industry is thriving, with a strong demand for skilled professionals to drive technological advancements and innovation. Typically, this field is characterized by a dynamic job market with various opportunities available across different sectors. However, it’s essential to note that the job market can fluctuate, and it’s crucial to stay adaptable and focused on continuous skill development.
When it comes to salary expectations, it’s generally common for IT and computing professionals in Tshwane to earn salaries within the range of R600 000 to R1 200 000 per annum, depending on factors such as experience, company size, industry sector, and specific job requirements. However, please note that these are broad estimates and can vary significantly based on individual circumstances. It’s also worth considering that bonuses, benefits packages, and other perks can impact overall remuneration.
Common skills required for IT and computing roles in Tshwane include proficiency in programming languages (such as Java, Python, or C++), experience with database management systems, knowledge of cloud computing platforms (like AWS or Azure), understanding of cybersecurity principles, and familiarity with Agile development methodologies. Additionally, strong analytical, problem-solving, and communication skills are often essential for success in this field.
The IT industry is a broad sector that encompasses various industries, including financial services, technology, manufacturing, and more. Commonly, these professionals work in companies operating within these sectors, as well as in government agencies and educational institutions. The demand for skilled IT professionals extends across the private and public sectors, with opportunities available at different levels of experience.
For those looking to advance their careers in IT and computing, there are many opportunities for professional development and growth. Typically, career progression paths involve taking on increasingly complex projects, leading teams, or pursuing specialized certifications (such as CompTIA or Cisco). Many organizations also offer training programs, mentorship schemes, and internal job rotations to support employee development and advancement.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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