1st Line Support Agent /Field Technician

Recruiter:

Edge Executives

Job Ref:

JHB003786/KC

Date posted:

Wednesday, May 1, 2024

Location:

Johannesburg, South Africa

Salary:

Annually

SUMMARY:
A Telecoms company in Johannesburg North specialising as an Internet Service provider is recruiting a 1st Line support agent / Field Technician.

POSITION INFO:
Requirements:

Attend to incoming client inquiries via phone, email, and ticketing system
Troubleshoot technical issues relating to Data, VOIP, Firewalling
Create and manage support tickets to ensure matters are attended to promptly
Guide clients through troubleshooting steps using remote desktop tools
Escalation of ISP issues to Technicians and Management
Take proactive measures to monitor client systems, networks and services for performance issues
Provide training and guidance to clients
Adherence to SLAs and contract
Strong communication, well-spoken, professional
Solid ISP - VOIP, Data, and Firewall experience
Great telephone etiquette

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