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Pretoria: IT Business Support Agent

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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 requires a technically skilled individual with hands-on experience in ISP/WISP environments and strong problem-solving and communication skills.

Key Responsibilities

  • Provide first and second line support to customers across multiple channels.
  • Strive for First Call Resolution (FCR) and manage customer interactions effectively.
  • Diagnose and resolve faults, documenting solutions and escalating complex issues to higher-level teams as needed.
  • Perform basic to advanced troubleshooting on customer-side faults.
  • Support tasks and information requests from customers via remote support via Any Desk.
  • Manage ticket flow and escalate complex issues to the relevant teams.
  • Address basic customer queries and provide general information regarding their Wireless/Fibre/Voice services.
  • Handle call traffic, triage calls, and monitor callback and message notifications.
  • Monitor known issue alerts and proactively notify affected clients.
  • Identify recurring issues and log them for problem management or system improvement.

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).
  • Strong problem-solving and fault-resolution skills.
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Qualifications

Grade 12 is required. Nand A certifications are advantageous and will be considered a strong asset.

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.

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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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