Isp Technical Support Specialist - Pinelands, South Africa - DataTech Recruitment

DataTech Recruitment

Verified Company

Pinelands, South Africa

6 days ago

Posted by:

Thabo Mthembu

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Description

We are seeking an ISP Technical Support Specialist with a Technical and Support Centre background to join a Support Center in Cape Town.

You will be responsible for providing exceptional online and telephonic service and support to external customers while also assisting internal business partners.

You must be customer-focused and equipped to deliver outstanding customer service experiences. Minimum certification of N+, CCNA, CCNP with advanced Linux Networking proficiency. 3+ Years' experience in an ISP call center environment with strong understanding of Wireless technologies.

Solid demonstrable experience with Ubuntu, Freeradius, FRR routing, OpenVPN, working with FNO's and an understanding of the building block of Fibre to the home and Fibre to the business solutions.

Responsibilities:

Offer guidance, mentoring, and constructive feedback to Level 1/2 support representatives.
Provide advanced troubleshooting to resolve escalated support requests efficiently.
Maintain a high level of firsttime resolution for all support queries.
Manage and adhere to defined Service Level Agreements (SLAs) for each support request.
Provide regular updates on the status of outstanding incidents and service requests.
Stay uptodate on new solutions and schedule training sessions to upskill the support team accordingly.
Communicate any new or updated internal procedures to the team effectively.
Analyze and respond appropriately to customer requests, complaints, queries, and requirements.
Identify, document, and report any trends in customer calls, complaints, or requests to the supervisor.
Assist with queries from other departments within Metacom.
Provide administrative support by gathering information for statistical reports.
Support Supervisors with ad hoc tasks and projects.

Requirements:

Minimum certification of N+, CCNA, CCNP.
Proficiency in Advanced Linux Networking.
Solid demonstrable experience with Ubuntu, Freeradius, FRR routing, OpenVPN, working with FNO's and an understanding of the building block of Fiber to the home and Fiber to the business solutions
At least 3 years of experience in an Internet Service Provider call center environment.
Strong understanding of Wireless technologies.
Solid knowledge of network implementations, operations, security, and troubleshooting.
Good understanding of network infrastructure and architecture.
Must be flexible and able to work in shifts.

Key Knowledge:

PPPoE, FNOs
TCP/IP, UDP, HTTP, DNS, SMTP, FTP
OSPF, BGP, VLANs
Subnetting

Linux

Advanced: Ubuntu, OpenVPN, Freeradius, OpenDNS, Advanced IP Tables, FRR routing, Namespaces

Personal Attributes:

Excellent verbal and written communication skills.
Strong interpersonal and customer service abilities.
Maintains a professional and pleasant telephone manner, exhibiting a vibrant and friendly personality.
Demonstrates strong analytical and problemsolving skills.
Passionate about delivering the ultimate customer experience through optimal customer service.
Adaptable to a dynamic environment, effectively prioritizing and multitasking.
Detailoriented with a commitment to meeting deadlines.
Shows initiative and upholds a strong sense of integrity.
Works well under pressure and maintains a positive attitude.
Can function both as a team player and independently.