Technical Support Consultant

Home-Connect, a Fourways based Internet Service Provider specializing in the Fibre to the Home, is looking to hire a Technical Support Consultant, with strong knowledge of 1st Line Remote Desktop and Telephone Support of Broadband technology, with experienced knowledge of the internet & IT networking to join our customer-focused team.

The incumbent will be responsible for all technical support calls, tickets, and inquiries whilst exceeding customer service expectations and taking personal ownership for end-to-end technical support, diagnostics, fault management and service restoration for all client services. This role is a consultative 1st line technical support role, where you will be dealing with home users and might be required to assist with router Installations at the client’s home.

Primary Responsibilities

• Provide efficient and effective technical support to Home-Connect clients at all times.
• Deal with first-line support for desktop, laptop, network, server, Wi-Fi, and internet-related issues.
• Assist clients remotely with connectivity issues and, where required, also assist on-site with client connections.
• Proactively monitor and report on network and system outages.
• Troubleshoot, diagnose, and resolve networking technology support queries as well as other third-party faults.

Client & Ticket Management

• Prioritize and manage open and pending tickets effectively and timeously using the online ticketing system.
• Respond to clients and tickets logged within stipulated Service Level Agreements (SLAs), if applicable.
• Respond and communicate professionally to clients via all communication tools provided (Phone, Ticketing System, SMS systems, etc.).
• Identifying, reporting trends with client queries and escalating to the IT Team Lead and/or management for resolution recommendations.
• Escalate issues to management in a timeous fashion.

Setup and Coordination

• Configure routers for FTTH after installations
• Coordinate with external and third-party suppliers/providers to resolve any client issues.
• Log all client queries with suppliers using the respective processes and support ticketing system(s).

Operations and Documentation

• Follow processes and written instructions to resolve a fault or set up/update a new solution.
• Take responsibility for keeping Home-Connect computers, network equipment, and other machinery operational, safe, clean, and secure at all times.
• Assist in creating, updating, and documenting problem resolutions.
• Adhere to Home-Connect policies, processes, and procedures.

Availability and Professionalism

• Available to perform after-hours and Standby technical support as and when required.
• Establish a good working relationship with colleagues, clients, suppliers, and other professionals.