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An internet provider in Pretoria is looking for a highly skilled and experienced Tier 2 Technical Support Agent. This role involves supporting the Technical Support Manager by providing technical guidance, troubleshooting assistance, and expertise to customers and team members. A strong understanding of ISP technologies, network infrastructure, and services is required. Knowledge of fixed wireless networks is advantageous.
Utilise network monitoring and analysis tools to proactively monitor network health, identify issues and respond to incidents.Foster strong collaboration and communication with cross-functional teams, including network operations, infrastructure, sales, and customer service, to ensure alignment and coordination in delivering seamless support experiences.Proficient in configuring and managing network devices such as routers, switches, firewalls, load balancers and wireless controllers.
Customer-centric approach with adept problem-solving skills specific to internet connectivity issues.Familiarity with support ticketing systems and CRM tools tailored to internet service provision.Relevant certifications such as CompTIA Network+, MikroTik MTCNA, Juniper Networks Certified Associate are beneficial.
Strong technical background with in-depth knowledge of networking protocols, internet technologies, and ISP services.Strong communication skills, both verbal and written, to convey technical information effectively.Analytical problem-solving skills to diagnose and resolve complex network issues.
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