ISP & Desktop Support Technician for After hours Support.
(Mondays to Fridays 16h to 21h and Rotational on Weekends 9h to 21h) Role purpose: The ISP Support Specialist is responsible for assisting customers and internal staff with technical issues on their fibre/wireless services, or questions relating to computer hardware and/or software .
Duties will include taking phone calls from customers/staff or communicating with them through messaging platforms or onsite.
Helping customers or internal staff diagnose technical issues over the phone/email/onsite and resolving their issues timeously, also, installing, maintaining & tracking (Asset Management) company hardware, software, networks, and infrastructure to ensure business sustainability and good end-user experience.Provide technical support across the company, remotely or onsite and contribute to the continuous improvement of processes, systems, knowledge base and third-party relationships.
Provide residential customer ISP support on a rotational basis.Duties include but are not limited to the following:MaintenanceWireless and Fibre coverage in BloemfonteinGeneral network maintenance (including upgrades, software updates)New network device configurationsPower Monitor UPS/Inverters, Schedule routine Battery Maintenance.
Technical SupportSupport Desk dutiesResidential customers router configurationsVoIP configurations and setups IT/desktop queriesFault Reporting AdministrationCreating and updating ISP support policies and proceduresConfigure, deploy and maintain computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment for new and existing staffAsset ManagementObtain quotations for IT related equipment Service LevelDaily/Weekly/Monthly ongoing and continuous tasksMaintaining and monitoring systems and the network monitoring software Qualifications:MatricRelevant Information Technology Degree or Diploma advantageous (Extensive Networking and Understanding course)Mikrotik MTCNA/MTCRE, Ubiquiti, Cambium, SIAEQualification or Certificate in Information Technology or other relevant qualifications from industry recognised institutes (A+, N+, MCSA, MCSE, CCNA, MCP or MOUSE)Valid Driver's License and Own Reliable Transport (Compulsory) Experience and Knowledge:Minimum 3 years working experience as a Desktop Support Technician, Network Support Technician, Systems Administrator, or similar roleExperience installing, configuring, maintaining, and troubleshooting desktop and laptop computers and their operating systems and peripherals in office environments (Windows, Chrome OS, Macos).Experience working with and understanding the fundamentals of configuring and troubleshooting computer networks (TCP IP configuration, subnets, DNS, POP, IMAP, SMTP etc.
).Experience working with, configuring and troubleshooting network devices (VOIP handsets, residential Routers, etc.
).Experience resolving end-user problems and working with an incident management system.Experience dealing with customers, staff and external suppliers on a continuous basis.ISP or telecommunications backgroundMikrotik and other switch/router brand experience, configuration and troubleshootingIP addressing and subnettingTicketing, and answering customer queries via the phonePC hardware and software, internal WIFI AP's and VOIP Skills and AttributesExcellent communication skills (verbal and written) (No compromise)Proven organisational and administration skillsAble to perform under pressureCustomer service orientatedGeneral network and internet understandingKnowledge of outdoor wireless networks (SIAE, Ubiquiti, Mikrotik) Specific RequirementsSolid and positive referencesClear health recordClear credit recordNo criminal record Normal working hours are Mondays to Fridays from 16h00 until 21h00, Weekends On A Rotational basis from 9h00 until 21h00
