Job Description:

We are currently seeking a highly motivated and customer-oriented individual to join our team as a First Line Support Agent.  As a First Line Support Agent, you will be responsible for promptly addressing incoming tickets, calls, and WhatsApp messages from our clients.  You will investigate and resolve client faults, escalate complex issues to the Head of Support, and monitor the network for any faults or potential issues.

This is a fantastic opportunity to work in a dynamic environment and contribute to the success of our organization.

Responsibilities:

• Respond promptly to incoming tickets, calls, and WhatsApp messages from clients.
• Investigate and diagnose client faults and provide appropriate solutions or repairs.
• Ensure efficient and effective resolution of client issues within established service level agreements (SLAs).
• Escalate complex issues to the Head of Support for further investigation and resolution.
• Monitor the network for faults or potential issues and report them to the Head of Support.
• Collaborate with other support team members to share knowledge and provide exceptional customer service.
• Maintain accurate and detailed records of all client interactions and issue resolutions.
• Stay up-to-date with industry trends and technologies to continuously enhance technical knowledge and skills.

Requirements:

• Grade 12 / Senior Certification
• Previous experience in a similar first-line support role, preferably in an ISP setting, is highly advantageous.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills in English and Afrikaans, both verbal and written, with a customer-centric approach.
• Ability to work under pressure and meet tight deadlines.
• Strong attention to detail and organizational abilities.
• Ability to work both independently and collaboratively within a team environment.
• Proficiency in using ticketing systems and other support tools.
• Familiarity with network monitoring tools and fault identification.

Preferred Certifications:

• CompTIA A+ (CompTIA Certified IT Support Professional) certification. (Or 2 years in a helpdesk environment)
• CompTIA N+ (CompTIA Network+) certification. (Or 2 years in a helpdesk environment)
• MTCNA (MikroTik Certified Network Associate) certification. (Or 2 years in a helpdesk environment)
*Note: Possession of these certifications is not mandatory but will be considered advantageous and may be taken into account during the selection process.

If you are a motivated individual with a passion for delivering exceptional customer support, we encourage you to apply for this position.

Join our team and contribute to a dynamic work environment where your skills and expertise will be valued and rewarded.

To apply, please submit your updated resume and a cover letter highlighting your relevant experience and certifications to [email protected]