Job Description

Home-Connect, a Fourways based Internet Service Provider specializing in the Fibre to the Home, is looking to hire a Technical Support Engineer, with strong knowledge of 1st Line Remote Desktop and Telephone Support of Broadband technology, with experienced knowledge of the internet & IT networking to join our customer-focused team.

The incumbent will be responsible for all technical support calls, tickets, and inquiries whilst exceeding customer service expectations and taking personal ownership for end-to-end technical support, diagnostics, fault management and service restoration for all client services. This role is a consultative 1st line technical support role, where you will be dealing with home users and might be required to assist with router Installations at the clients home.

ROLES AND RESPONSIBILITIES:

Provide efficient and effective technical support to Home-Connect customers at all times.

Deal with 1st line desktop, laptop, network, server, Wi-Fi and internet related issues

Preconfigure routers for FTTH router installation, this is not limited to PPPoE . L2TP, SSID and password, etc

Assist clients remotely with connectivity issues. Where required, also assist on-site with customer connections.

Proactively monitor and report on network and system outages.

Troubleshoot, diagnose and resolve networking technologies support queries as well as other third party faults.

Prioritizing and managing open and pending tickets effectively and timeously using the online ticketing system.

Respond to clients and responding to tickets logged within stipulated Service Level Agreements (if any).

Coordinating with external and 3rd party suppliers/providers to resolve any customer issues.

Logging of all customer queries with suppliers in the respective processes and support ticketing system(s).

Respond and communicate professionally to clients via all communication tools provided (Phone, Ticketing System, SMS systems etc.).

Identifying, reporting trends with customer queries and escalating to IT Team Lead and or management for recommendations on a resolution.

Escalating in a timeous fashion to management.

Following Processes and written instructions to resolve a fault or set up/update a new solution.

Available to perform after-hours and Standby technical support as and when required.

Establishing a good working relationship with colleagues, customers, suppliers, and other professionals.

Take responsibility and endeavor to keep Home-Connect computers, network equipments and other machinery operational, safe, clean and secure at all times.

Assisting in creating, updating and documenting problem resolutions.

Arrange and conduct FTTH routers setups at clients homes.

DESIRED SKILLS:

Must have knowledge of Internet, connectivity, Email, Wi-Fi and networking experience

Previous experience in a technical support role (First or Second Line Support).

Strong client relations and personal networking skills.

Excellent communication (both written and verbal) and presentation skills.

Familiarity with technical concepts coupled with the ability to communicate complex technical information in a simple manner to clients.

Patient, independent, self-motivated and target driven.

Demonstrable depth of understanding in computing technologies including operating systems, application-based systems, and networking.

Must have own transportation and a valid drivers license.

Salary R10 000

Afrihost Home Connect