IT Business Support Specialist

SUMMARY:
Our client in Cape Town is Hiring a Business Support Specialist. 

POSITION INFO:
The IT Business Support Specialist plays a key role in delivering advanced technical assistance and ensuring a high standard of customer satisfaction. This role focuses on providing in-depth troubleshooting, supporting complex customer setups, and driving first-time resolution of support requests.

The specialist will be responsible for handling escalated technical issues that require strong expertise in networking and routing, applying their knowledge to resolve problems efficiently and effectively. With a minimum of 3 years’ experience in a networking environment, the Business Support Specialist is expected to demonstrate advanced technical proficiency, excellent problem-solving skills, and the ability to work collaboratively with both customers and internal teams.

Key Responsibility Areas:

Advanced Technical Support

• Provide advanced troubleshooting and resolution for complex technical issues.
• Support advanced customer setups, including networking and routing configurations.
• Conduct fault diagnosis and in-depth troubleshooting using diagnostic tools and remote access.
• Deliver remote support to customers via AnyDesk or similar platforms.

Escalation & Collaboration

• Serve as an escalation point for frontline support teams, offering guidance and expertise.
• Follow the escalation matrix and document all escalated cases for audit purposes.
• Collaborate with CNOC and Core Engineering teams on complex fault investigations.
• Identify recurring issues and log them for problem management or system improvements.

Customer Interaction & Communication

• Handle calls, triage issues, and manage support tickets efficiently.
• Provide timely client feedback and maintain clear, professional communication.
• Communicate directly with VIP clients via WhatsApp, offering personalized support, updates, and proactive notifications for known issues.

Ticket & Process Management

• Strive for first-time resolution to improve customer experience and reduce repeat escalations.
• Manage support tickets, ensuring all actions are captured accurately in Q-Contact or other ticketing platforms.
• Document troubleshooting steps, resolutions, and best practices for internal knowledge sharing.
• Contribute to the internal knowledge base by documenting common fixes and troubleshooting steps.
• Support continuous improvement of processes to enhance service efficiency and delivery.

Compliance & Professional Development

• Ensure all actions comply with company policies, SLAs, and privacy regulations (e.g., POPIA, GDPR).
• Stay up to date with product changes, network upgrades, new technologies, and emerging troubleshooting methods.
• Maintain proficiency in all support tools, including diagnostic portals and ticketing systems.

Key Outputs / KPIs

• Resolve customer queries within SLA.
• Customer Satisfaction Score: 90% or higher.
• Call/Email Answer Rate: 95% or higher.
• Ticket Handling:
  
  • 100% of tickets resolved within 24 hours.
  • Accurate and timely recording of all interactions in Q-Contact.
  • High first-time resolution rate by minimizing repeat queries.
• Knowledge Contribution:
  
  • Regular creation or update of internal knowledge base articles.
• Team Performance:
  
  • Contribute to achieving overall team KPIs through high-quality, timely support.

• Grade 12 is required.
• MikroTik Certification (essential).
• Experience in ISP, telecommunications, or enterprise networking environments.
• Voice and PABX experience, including Advanced configuration, troubleshooting, and support of
• telephony systems.
• Working knowledge of PortaOne platform (advantageous).
• Strong knowledge of TCP/IP, routing protocols, VPNs, and network security principles.
• Proven ability to troubleshoot and resolve complex networking issues.
• Experience working in customer support or technical escalation roles.
• Excellent communication skills with the ability to explain technical concepts clearly.
• Ability to work independently and collaboratively in a fast-paced environment.
• At least 3 Years experience working in a networking environment.
• Experience with other vendor technologies (e.g., Huawei, Ubiquiti, Fortinet).
• Strong understanding of fibre networks and wireless RF technologies.