Western Cape: IT Business Support Specialist posted by The Talent Room

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.
• Ensure all actions comply with company policies, SLAs, and privacy regulations (e.g., POPIA, GDPR).
• Stay up to date with product changes, network upgrades, new technologies, and emerging troubleshooting methods.
• Maintain proficiency in all support tools, including diagnostic portals and ticketing systems.

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 qualifications mentioned.