Key Responsibilities
Email and telephone customer support and service management in the FNO/ISP/Telecoms industry.
Triage and prioritisation of outages, tickets and service requests.
Outage management: Escalation and network notices and customer follow-up.
Processing of all fibre reconnect/migration orders.
Engaging with and providing continuous feedback to ISP's regarding reconnection/migration service orders.
Managing internal communication regarding scheduled maintenance and outages.
Maintenance scheduling and customer/service audits.
Hardware configuration and troubleshooting.
Remote support of on-site/field technicians advantageous.
Projects and project reporting.
Scheduling on-site support appointments, updating and maintaining appointment calendars.
And any other reasonable task.
Requirements
Minimum 3 years' experience in a FNO/ISP technical support environment.
Relevant tertiary qualification e.g. N+/CCNA is preferred.
Tier 2 (or higher) Support Technician experience in FNO/ISP/Telecoms industry advantageous.
Comfortable working on various CRM and various service management platforms.
Critical Competencies:
Customer experience/Customer service excellence mindset.
Analytical troubleshooting skills.
Solid experience configuring and troubleshooting internet connectivity issues using command line tools e.g. telnet, netstat, tracert, ping.
Thorough understanding of DNS in terms of network connectivity.
Excellent Stakeholder engagement and Stakeholder Management.
Strong Administrative skills.