As a Technical Support Agent at Level-7 Internet, you will play a critical role in providing high-quality technical assistance to our customers and internal teams. You will be responsible for handling inbound queries via phone, email, and ticketing systems, troubleshooting technical issues, and ensuring the efficient operation of network equipment. This is an exciting opportunity for individuals who are passionate about technology and enjoy problem-solving in a fast-paced, customer-focused environment.
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)
• 1 – 2 years experience in a technical support role, preferably in an ISP or telecommunications environment.

Preferred

• Experience in customer service or technical support role in the ISP or telecommunications industry.
• Additional technical certifications or training in networking, wireless technologies or fibre optics.

Skills & Competencies

• Practical experience working with Fixed Wireless Broadband equipment such as Ubiquiti (UBNT), Cambium, Juniper and MikroTik devices.
• Solid understanding of networking fundamentals, including routing, setup and troubleshooting.
• 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.
• Proficiency in working with ticketing systems for issue tracking and resolution.
• Ability to work efficiently in a fast-paced, high-pressure environment.
• Strong problem-solving skills and attention to detail.

ADDITIONAL REQUIREMENTS

• Ability to work shifts, including weekends and public holidays, based on operational requirements.
• Must be comfortable working independently and as part of a team.
• Willingness to learn new technologies and adapt to industry changes.

Customer & Technician Support

• Respond to incoming technical queries from customers and technicians through the phone and ticketing system.
• Provide assistance with troubleshooting and configuring routers, radio equipment, network links and other broadband equipment.

Troubleshooting & Configuration

• Carry out in-depth troubleshooting for issues related to Fixed Wireless Broadband equipment, including routers, radio links and related devices.
• Configure and ensure proper setup of routers, radio equipment and fibre connections to meet customer requirements and ensure service uptime.

Cross-Department Collaboration

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

Using Monitoring Tools

• Proactively monitor the network and take preventative measures to ensure optimal performance.

Customer Satisfaction

• 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.

Ad-Hoc Duties

• Assist with various tasks as needed to support the team and company operations.