Support Representative (Technical / Escalation & Field Coordination)

• A leading digital company is looking for a Support Representative to join their team, based at the Cape Town, Johannesburg, or Durban office.
• You’ll own escalated tickets from start to finish, troubleshoot issues, coordinate with clients and field technicians, and make sure every problem gets the right solution - fast!

Duties and Responsibilities: 
Advanced Troubleshooting & Escalated Ticket Ownership:

• Receive escalated tickets from Tier 1 and take full ownership until resolution or closure.
• Perform advanced troubleshooting beyond first-line capability.
• Investigate network-level issues and identify root cause where determinable.
• Actively monitor and reduce personal ticket backlog; prioritise ageing and overdue tickets.

CMS / Arcus Monitoring:

• Monitor device status using CMS and Arcus for assigned environments.
• Track offline devices and investigate following the Network Fault Methodology documents.
• Record detailed interaction notes every time an offline device is investigated — no exceptions.

Client & Site Coordination:

• Coordinate directly with clients on-site where required.
• Proactively coordinate with field technicians and contractors on open tickets requiring a site visit.
• Support assignment of field technicians and contractors to jobs, and follow up to ensure timely, efficient resolution.

Quoting, Hardware Replacement & Operational Admin:

• Prepare quotations via Dear or an equivalent quoting platform where required.
• Initiate and coordinate replacement processes where remote recovery is not possible.
• Maintain accurate visibility of all replacement and quote statuses until full resolution.
• Ensure ticket records fully reflect all replacement actions and the complete replacement history.

Network Champion Responsibilities:

• Monitor the overall health of assigned client networks.
• Track open and recurring issues and report bottlenecks.
• Identify risk areas affecting uptime and provide structured updates to internal stakeholders.

Microsoft Planner Maintenance Coordination:

• Review Microsoft Planner daily to ensure maintenance jobs are correctly assigned to field technicians.
• Confirm Planner job cards are complete, correctly categorised, and linked to the relevant Manage Engine ticket.
• Upload required supporting documentation (POs, SOs, job cards) and close jobs promptly once work is confirmed complete.
• Ensure Planner accuracy supports Finance billing readiness at all times.

Meetings & Escalation Handling:

• Attend day-to-day operational meetings as required.
• Ensure every ticket received from Tier 1 is picked up and actively progressed, with full troubleshooting history preserved.
• Escalate further where an issue exceeds Tier 2 resolution capability, following defined escalation paths.

Systems Used:

• Manage Engine — primary ticketing system for logging, tracking, and managing all support requests (subject to change).
• CMS (Central Management System) and Arcus — device monitoring and connectivity status.
• Dear (or equivalent) — quotation platform for hardware replacement quotes.
• Microsoft Planner — maintenance and field technician job coordination.
• Client Portals.
• Additional internal systems and client portals may be introduced as required.

Technical Requirements:

• Technically confident and comfortable with advanced troubleshooting of the hardware the company sells, remotely and on-site.
• Strong understanding of networking fundamentals — connectivity, routers, switches, and IP behaviour — sufficient to investigate network-level issues.
• Ability to diagnose and distinguish between hardware, network, software, and configuration failure patterns at an advanced level.
• Comfortable coordinating directly with clients, contractors, and field technicians, including on-site engagement.
• Experience preparing quotations or coordinating hardware replacement/logistics processes is advantageous.
• Experience with help desk or technical support environments, remote support tools, digital signage systems, or Manage Engine is advantageous.
• Strong ownership mindset - sees an escalated ticket through to full closure, including coordination across teams.
• Attention to detail - accuracy in tickets, CMS records, quotes, and Planner tasks is non-negotiable.
• Clear communication skills - with clients, contractors, field technicians, and within all documentation.
• Professional client and stakeholder engagement, including in on-site or higher-pressure situations.
• Reliability and responsiveness - proactively communicates when something changes or a job is delayed.
• Effective prioritisation - manages a mixed workload of tickets, site coordination, and quoting without needing to be told what matters most.
• Team collaboration - supports Tier 1 with clean handovers and shares knowledge across the team.