Technical Service Desk Agent

RAMP | Full time

Technical Service Desk Agent

Cape Town, South Africa | Posted on 19/05/2025

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sJob Informatio

• nDate Opened 19/05/2025
• Job Type Full time
• Industry Technical Support & Customer Services
• Work Experience 5 years
• Education Level Grade 12 or equivalent
• City Cape Town
• Province Western Cape
• Country South Africa
• Postal Code 8005

Job Descriptio

nWhere the successful candidate will fit in

?Our Service Desk team is responsible for 1st Line Support to our customers. With a strong focus on customer satisfaction, you will be expected to troubleshoot and resolve issues with services such as but not limited to broadband, Fibre To The Home or business, domains and hosting and ADSL. The position does not always entail remote assistance as we have frequent walk-in customers as well

.Please Not

eThis position does not always entail remote assistance as we have frequent walk-in customers as well

.Should you be required to work remotely, you must have the following in place

• :Reliable internet connectio
• nAlternative power supply and connectivity options in case of loadshedding (UPS, hotspot, etc.

)Job Dutie

• sResponding to queries via phone, email or live cha
• tTaking ownership of customer issues and following standard service desk procedure
• sTroubleshooting and diagnosing issues with the following services: FTTH, WiFi, Broadband, LTE, Domains, Hosting Services, and ADSL
• .Providing efficient and effective support to achieve a high rate of first-time resolution
• .Following up with customers to ensure full resolution of the problem
• .Ensure internal and external ticket communication is carried out in a professional and timely manne
• rEscalation of relevant incidents beyond 1st line support
• .Adhere to shift roster and standby requirements
• .And any other reasonable task

.Requirement

• sCompleted grade 1
• 2An IT/Telecommunication qualificatio
• n5 years' experience providing Technical Support in a Service Desk Environmen
• t5 years' experience troubleshooting FTTH, FTTB, LTE, Broadband, WiFi, Domains, Hosting and ADSL
• .At least 2-years experience within an ISP/Telecoms environment
• .Experience using remote desktop support application
• sStrong understanding of ISP/Telecoms network
• sComfortable with shift work and standb

yBenefit

• sCompany contribution to Medical Ai
• dMedical Insuranc
• eRetirement Annuity contributio
• nDiscounted Internet Connectivit
• yFree Barista prepared coffee, breakfasts and snacks
• .Employee Wellness Programme (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 standard
• sLastly, a work environment that rivals the very best

!If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful

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