Job Summary
Introduction
Our client is looking for a Support Technician to provide technical support to customers across a range of telecommunications and connectivity solutions, including VSAT, FTTB, Wireless, SD-WAN, LTE and LEO technologies.
The successful candidate will be responsible for providing first-line technical support, assisting with remote installations, troubleshooting customer issues and ensuring support queries are resolved efficiently and within the required service levels.
Duties & Responsibilities
Key Responsibilities
Log and manage customer support calls using the company's ticketing system.
Provide first-line technical support to customers across various telecommunications and connectivity solutions.
Assist installers with installations by providing remote technical support where required.
Troubleshoot and resolve technical faults and customer queries.
Escalate complex technical issues to second-line support or relevant vendors when necessary.
Prepare and maintain data usage reports.
Follow established call-logging and support procedures.
Prepare fault-finding reports and incident reports where required.
Ensure all support queries are managed in accordance with internal Service Level Agreements (SLAs).
Keep up to date with new telecommunications solutions, technologies and products.
Desired Experience & Qualification
Minimum Requirements
Qualifications
Matric / Grade 12.
A tertiary qualification in A+, N+ or a relevant technical field would be advantageous.
Experience & Technical Skills
Minimum of 1 year’s experience in a similar technical support role.
Previous experience within the telecommunications industry would be advantageous.
Knowledge of networking and wireless technologies.
Good working knowledge of Microsoft Office Suite.
Experience providing first-line technical support and troubleshooting.
Ability to identify, document and escalate technical faults appropriately.
Key Competencies & Attributes
Excellent verbal and written communication skills.
Strong customer service orientation.
Excellent organisational and multitasking skills.
Professional and customer-focused approach.
Positive attitude and strong work ethic.
Ability to work effectively in a call-centre/support environment.
Strong attention to detail.
Willingness to continuously expand technical knowledge.
Ability to work effectively as part of a team.
High level of dedication and accountability.
Ability to work under pressure and meet strict deadlines.
Ideal Candidate
The ideal candidate will be a technically minded and customer-focused individual who enjoys troubleshooting and assisting customers. They should have a good understanding of networking and wireless technologies, strong communication skills and the ability to manage multiple support queries while maintaining a professional approach.
About
PEOPLE DIMENSION believes that every successful Brand is shaped by Great People who deliver on the promise they make. PEOPLE DIMENSION is a Recruitment agency committed to seek greatness in the South African job market. Skills attraction is our passion and building trusted partnerships with both our clients and applicants our priority. PEOPLE DIMENSION prides us on providing a personalized and delivery-focused recruitment function across all industries. Our Services include both permanent and contract placements, in the following specialist areas; Information Technology Engineering Finance Office Support Insurance Marketing & Sales A clear understanding of our clients’ business and corporate culture is the starting point of every successful placement we make. Our extensive industry knowledge and more than 11 year presence within the recruitment industry, enables us to find and introduce South Africa’s top talent to our clients. We also believe in continuous follow up on the progress of the candidate we have placed as well as the level of both our client’s and candidate’s satisfaction with our service. PEOPLE DIMENSION adheres to the APSO Constitution and Code of Ethics and is therefore very serious in complying with the requirements of South Africa’s Labour legislation. We are also a Level 4 BEE Contributor. Integrity and Service excellence is our promise to you. We invite you to choose PEOPLE DIMENSION as your recruitment partner.
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