Support Technician (12-month FTC)

Octotel is an established and rapidly expanding Open Access Service Provider, specializing in Open Access & GPON connectivity. We are Cape Town’s largest Open Access Network focused on both Fibre To The Home (FTTH) and Business (FTTB). Our fibre network has passed over 400 000 homes and businesses in Cape Town. We offer a choice of services from over 65 of the country’s leading Internet Service Providers.

Job Duties:

• 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.

Benefits:

If you haven’t heard from us within 2 weeks after your application, please consider your application unsuccessful.

Job Type: Permanent

Application Question(s):

• Have you worked on command line tools e.g. telnet, netstat, tracert, ping?
• Do you have Tier 2 (or higher) Support Technician experience in FNO/ISP/Telecoms?
• Do you have a tertiary qualification e.g. N+/CCNA?
• What is your current CTC?
• What is your desired CTC?
• What is your notice period?

Experience:

• FNO/ISP technical support: 3 years (Preferred)

Work Location: In person