Support Technician

SUMMARY:
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POSITION INFO:
Introduction Our client is looking for a Support Technician to provide technical support to customers across a range of telecommunications and connectivity solutions, including VSAT, FTTB, Wireless, SD-WAN, LTE and LEO technologies. The successful candidate will be responsible for providing first-line technical support, assisting with remote installations, troubleshooting customer issues and ensuring support queries are resolved efficiently and within the required service levels. Duties & Responsibilities Key Responsibilities Log and manage customer support calls using the company's ticketing system. Provide first-line technical support to customers across various telecommunications and connectivity solutions. Assist installers with installations by providing remote technical support where required. Troubleshoot and resolve technical faults and customer queries. Escalate complex technical issues to second-line support or relevant vendors when necessary. Prepare and maintain data usage reports. Follow established call-logging and support procedures. Prepare fault-finding reports and incident reports where required. Ensure all support queries are managed in accordance with internal Service Level Agreements (SLAs). Keep up to date with new telecommunications solutions, technologies and products. Desired Experience & Qualification Minimum Requirements Qualifications Matric \/ Grade 12. A tertiary qualification in A+, N+ or a relevant technical field would be advantageous. Experience & Technical Skills Minimum of 1 year’s experience in a similar technical support role. Previous experience within the telecommunications industry would be advantageous. Knowledge of networking and wireless technologies. Good working knowledge of Microsoft Office Suite. Experience providing first-line technical support and troubleshooting. Ability to identify, document and escalate technical faults appropriately. Key Competencies & Attributes Excellent verbal and written communication skills. Strong customer service orientation. Excellent organisational and multitasking skills. Professional and customer-focused approach. Positive attitude and strong work ethic. Ability to work effectively in a call-centre\/support environment. Strong attention to detail. Willingness to continuously expand technical knowledge. Ability to work effectively as part of a team. High level of dedication and accountability. Ability to work under pressure and meet strict deadlines. Ideal Candidate The ideal candidate will be a technically minded and customer-focused individual who enjoys troubleshooting and assisting customers. They should have a good understanding of networking and wireless technologies, strong communication skills and the ability to manage multiple support queries while maintaining a professional approach.