As a Senior Technical Support Agent at Level-7 Internet, you will play a key role in providing expert-level support to our business customers, technicians and internal teams. Your primary responsibility will be to respond to technical queries, resolve escalated tickets and ensure the seamless operation of our network infrastructure. In this senior role, you will handle more complex issues related to network devices, troubleshooting and configuration, and will have the opportunity to mentor junior staff. This position requires a mix of technical expertise, problem-solving ability and excellent communication skills.
This role is open to candidates of all backgrounds and abilities.

Education, Certifications & Experience

• National Senior Certificate (Matric or equivalent)
• A+ and N+ Certificates (or equivalent technical certifications)
• Certifications related to networking or telecommunications (MikroTik, Juniper)
• 1 – 2 years experience in a technical support role, preferably in an ISP or telecommunications environment.
• Solid understanding of networking principles, including IP routing, fibre technologies, radio links and wireless equipment.

Preferred

• Previous experience in a senior or lead technical support role within an ISP or telecommunications company.
• Advanced certifications or training in networking, wireless technologies, fibre or related fields.
• Strong mentoring skills with the ability to guide junior staff and share knowledge within the team.

Skills & Competencies

• Practical experience working with Fixed Wireless Broadband equipment such as Ubiquiti (UBNT), Cambium, Juniper and MikroTik devices.
• Proficiency in diagnosing and troubleshooting complex technical issues in network setups.
• Experience with fibre optic systems and radio equipment configuration and management.
• Familiarity with network monitoring tools and performance metrics.
• Excellent communication skills in English (both written and verbal), with strong telephone and email etiquette.
• Ability to explain technical concepts clearly to non-technical customers.
• Strong problem-solving skills, with an analytical approach to identifying root causes and implementing solutions.
• Ability to manage time efficiently and handle multiple tasks in a fast-paced, high-pressure environment.

ADDITIONAL REQUIREMENTS

• Ability to work shifts, including weekends and public holidays, based on operational requirements.
• Must be adaptable and open to learning new technologies and industry advancements.
• Must be comfortable working independently and as part of a team.
• Ability to handle complex technical challenges and customer concerns whilst maintaining a positive attitude.

Advanced Customer & Technician Support

• Respond promptly to incoming technical queries from business customers and technicians through the phone and ticketing system.
• Provide expert-level troubleshooting and support for issues involving routers, servers, radio equipment, fibre and networking equipment.

Network Maintenance & Monitoring

• Proactively monitor the network and take preventive measures to ensure optimal performance.
• Set up and configure monitoring tools for network devices and infrastructure, ensuring real-time tracking of network health.
• Perform regular maintenance tasks to ensure smooth operation of Fixed Wireless Broadband equipment, fibre links and servers.

Cross-Department Collaboration

• Work closely with other departments (e.g. Accounts, Operations, Technicians) to resolve customer service issues, administrative inquiries and network-related problems.

Ad-Hoc Duties

• Assist with various tasks as needed to support the team and company operations.
• Ensure a high level of customer satisfaction by delivering timely and effective resolutions to technical queries.
• Follow up on open tickets to ensure resolution and close out issues promptly.
• Perform in-depth troubleshooting of networking issues, including routing, radio links, fibre connections and servers
• Configure network devices (routers, switches, servers, radio equipment) and provide guidance on optimal setup to meet customer needs.