Support Technician

Job Information

• Date Opened 03/09/2025
• Job Type Full time
• Industry Technical Support & Customer Services
• Work Experience 2 years
• Education Level Grade 12 or equivalent
• City Cape Town
• Province Western Cape
• Country South Africa
• Postal Code 7405

Job Description

Octotel is an established and rapidly expanding Open Access Service Provider, specializing in Open Access & GPON connectivity. We are Cape Towns largest Open Access Network focused on both Fibre To The Home (FTTH) and Business (FTTB). Our fibre network has passed over 350 000 homes and businesses in Cape Town. We offer a choice of services from over 65 of the countrys leading Internet Service Providers.

Key Responsibilities

• Assisting customers via social media platforms and over the phone if required.
• Basic network fundamentals (basic troubleshooting).
• Processing of all fibre reconnect/migration orders.
• Scheduling of all support tickets.
• Engaging with and providing continuous feedback to ISPs regarding reconnect/migration orders.
• Project reporting.
• Providing daily administrative support tasks such as data capturing and proofreading of documents.
• Managing internal communication.
• Day-to-day management of internal databases.
• Project monitoring, support and being the liaison between Octotel and the client.
• Schedule appointments, update and maintain appointment calendars.
• Responding via phone, email or live chat to any social media queries.
• Taking ownership of customer issues and following standard support desk procedures.
• And any other reasonable task.

Requirements

• Tertiary level qualification in IT or Telecommunications is preferred.
• At least 2 years' experience in a fibre projects or provisioning and/or technical support environment.
• Proven experience supporting customers via social media platforms.
• Strong Administrative skills.
• Excellent Stakeholder engagement and stakeholder management abilities.
• Customer Centric
• Ability to coordinate various projects simultaneously.
• Comfortable working on a CRM platform.
• Strong MS Excel ability.

Benefits

• Medical Aid and / or Medical Insurance.
• Gap Cover.
• Discounted Internet Connectivity.
• Access to an Employee Wellness Program (ICAS). Providing free 24/7/365 counselling for you and your family in your household, as well as other health and wellbeing resources, provided by registered professionals.
• Exposure to latest industry technologies and standards in a fast paced, technologically advanced environment.
• Lastly, a work environment that rivals the very best!

If you havent heard from us within 2 weeks after your application, please consider your application unsuccessful.

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