Centre Administrator Pinelands - Cape Town - Metacom (Pty) Ltd

Description

Job Title: Technical Support Specialist

We require candidates who play a crucial role in providing technical assistance and support to our clients regarding network-related issues. You will be responsible for monitoring, troubleshooting, diagnosing, and resolving network problems to ensure our clients' systems operate efficiently.

Duties & Responsibilities

• Provide first-line technical support to clients via phone, email, or other communication channels regarding network-related issues.
• Troubleshoot and diagnose network problems, including connectivity issues, configuration errors, and performance concerns.
• Escalate complex issues to Level 2 support or appropriate internal teams for further investigation and resolution.
• Create and document all support interactions, including details of the issue and the resolution, in the ticketing system.
• Collaborate with other support agents and teams to ensure timely and effective problem resolution.
• Assist in the development and maintenance of support documentation and knowledge base articles.
• Prioritize quote requests, approval with clients, and ensure next steps are followed as per Incident Management process until resolved.
• Provide assistance to accounts to reconcile account queries that relate to SSC.
• Conduct weekly surveys on clients' feedback of services.

Desired Experience & Qualification

• Senior Certificate or equivalent qualification.
• Proficient in Microsoft Excel.
• A technical related certificate/qualification (i.e., A+, N+, etc.).
• CCNA certification is advantageous.
• A minimum of one year's experience in an Internet Service Provider support center environment.
• Excellent computer literacy with the ability to learn new programs quickly.
• An understanding of Internet technology and networking fundamentals.
• An understanding of network implementations, operations, security, and troubleshooting.
• Knowledge of basic network protocols and installation, configuration, and support of routers.
• Must have a reliable mode of transportation due to shift work requirements.

Key Knowledge

• Technical expertise.
• Proficiency in office software packages.
• Social responsibility within the company.

Personal Attributes

• Must possess a vibrant and friendly personality at all times.
• Must have the ability to create the ultimate customer experience by delivering exceptional customer service.
• Able to communicate fluently and effectively (written and verbal).
• Must be flexible and able to work varied shifts.
• Excellent analytical and problem-solving ability.
• Pay attention to detail, be deadline driven, and passionate about customer service excellence.
• Must be able to use initiative and have a strong sense of integrity.
• Must be able to function well under pressure and maintain a positive attitude.
• Have the ability to work within a team, but also independently.