Overview
Technical Service Desk Agent Jobs in Cape Town, South Africa at RSAWEB
Cape Town, South Africa | Posted on 30/04/2024
Industry: Technical Support & Customer Services
Work Experience:
5 years
Education Level: Grade 12 or equivalent
City:
Cape Town
Province:
Western Cape
Country:
South Africa
Postal Code: 8005
Job Description
Where the successful candidate will fit in?
Our Service Desk team is responsible for 1st Line Support to our customers. With a strong focus on customer satisfaction, you will be expected to troubleshoot and resolve issues with services such as broadband, Fibre To The Home (FTTH), domains and hosting, and ADSL. The position involves both remote assistance and walk-in customers.
Should you be required to work remotely, you must have the following in place:
Reliable internet connection
Alternative power supply and connectivity options in case of load shedding (UPS, hotspot, etc.)
Job Duties:
Responding to queries via phone, email, or live chat
Taking ownership of customer issues and following standard service desk procedures
Troubleshooting and diagnosing issues with FTTH, WiFi, Broadband, LTE, Domains, Hosting Services, and ADSL
Providing efficient and effective support to achieve a high rate of first-time resolution
Following up with customers to ensure full resolution of the problem
Ensuring internal and external ticket communication is carried out in a professional and timely manner
Escalating relevant incidents beyond 1st line support
Adhering to shift roster and standby requirements
Performing any other reasonable task as assigned
Requirements
Completed Grade 12
5 years’ experience providing Technical Support in a Service Desk Environment
5 years’ experience troubleshooting FTTH, FTTB, LTE, Broadband, WiFi, Domains, Hosting, and ADSL
At least 2 years’ experience within an ISP/Telecoms environment
Strong understanding of ISP/Telecoms networks
Comfortable with shift work and standby
Benefits:
Company contribution to Medical Aid
Medical Insurance
Retirement Annuity contribution
Discounted Internet Connectivity
Free Barista-prepared coffee, breakfasts, and snacks
Employee Wellness Programme (ICAS) providing free 24/7/365 counselling for you and your family, as well as other health and wellbeing resources, provided by registered professionals
Exposure to the latest industry technologies and standards
A work environment that rivals the very best!
If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.
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Title: Technical Service Desk Agent
Company: RSAWEB
Location: Cape Town, South Africa
Category: IT/Tech (Technical Support, IT Support, HelpDesk/Support)
