Technical Support Agent

As a Technical Support Agent at Level-7 Internet, you will play a critical role in providing high-quality technical assistance to our customers and internal teams. You will be responsible for handling inbound queries via phone, email, and ticketing systems, troubleshooting technical issues, and ensuring the efficient operation of network equipment. This is an exciting opportunity for individuals who are passionate about technology and enjoy problem-solving in a fast-paced, customer-focused environment.

Responsibilities

• Customer & Technician Support
• Troubleshooting & Configuration
• Cross-Department Collaboration
• Using Monitoring Tools
• Customer Satisfaction

Education, Certifications & Experience

• National Senior Certificate (Matric or equivalent)
• A+ and N+ Certificates (or equivalent technical certifications)
• 1 - 2 years experience in a technical support role, preferably in an ISP or telecommunications environment.

Preferred:

• Experience in customer service or technical support tole in the ISP or telecommunications industry.
• Additional technical certifications or training in networking, wireless technologies or fibre optics.

Skills & Competencies:

• Practical experience working with Fixed Wireless Broadband equipment such as Ubiquiti (UBNT), Cambium, Juniper and MikroTik devices.
• Solid understanding of networking fundamentals, including routing, setup and troubleshooting.
• Excellent communication skills in English (both written and verbal), with strong telephone and email etiquette.
• Ability to explain technical concepts clearly to non-technical customers.
• Proficiency in working with ticketing systems for issue tracking and resolution.
• Ability to work efficiently in a fast-paced, high-pressure environment.
• Strong problem solving skills and attention to detail.