Technical Support Representative

[Krypton Web - AQP]

We are looking for a technically skilled (IT) candidate with all-round problem-solving abilities for the position of Technical Support Agent. The duties of the Agent include troubleshooting and problem-solving IT and ISP related issues our customers may have.
The Agent is expected to display good interpersonal skills as he/she will interact with customers and colleagues from various departments and executive levels. He/she will be required to comprehend, diagnose and resolve technical tasks independently; and assess the internet connectivity needs of our customers. The Agent will also be required to setup, maintain and/or diagnose any incoming/outgoing hardware.


Job Description:
Office bound Agent accepting and responding to inbound calls, emails/tickets and chat messages. The candidate will be working in an IT and ISP environment supporting residential end users and businesses. The candidate will join our technical team comprising of Network Technicians, a Network Administrator and a Network Engineer.
The candidate must have a reliable internet connection at home with a Desktop/Laptop for after hour support.
The position is based in Epping, Cape Town


Roles & Responsibilities:

• Provide Telephonic and/or Remote support to end users and businesses
• Troubleshoot Internet related connectivity issues as reported by our customers
• Provide sales info to customers as required
• Configuring customer equipment for the installation teams
• Testing and booking-in of faulty hardware (routers, switches, beams etc) to suppliers
• Scheduling and assigning equipment and services to installations on our CRM system
• Assembling and repairing computer hardware (Laptops and Desktops etc)
• Work together with other IT, ISP & Sales support personnel in maintaining the efficiency of tasks
• Conduct backup operations
• Creating/Updating of technical documentation
• Compiling reports on technical systems

Personality:

• Meticulous
• Well articulated
• Self driven and shows initiative
• Ability to handle stress and work without supervision
• Have great problem-solving skills
• Honest
• Be able to think out of the box

Working Hours:

• Monday to Friday 7:30am to 4:30pm, or 8am to 5pm (4 out of 5 weekdays) and;
• One weekday “after-hours” support shift on the “off weekday” from 16h30 to 21h00. (Remote support) and;
• One 5-hour remote support shift per weekend
• One 5-hour remote support shift every second public holiday (Paid Public Holiday Rates)

Qualifications:

• A+ and N+ (advantageous)
• Basic Networking Diploma or similar (advantageous)

Experience:

• Work experience in an ISP support environment (advantageous)
• 2 Years in an IT Support Environment resolving issues with Windows PCs
• A good understanding of Networking and Internet Protocols
• Experience with Windows 10 and up
• Experience with Windows Server (advantageous)
• Experience with Active Directory (advantageous)
• Experience with Cloud based Email systems eg Office 365 Setup, Google Workspace
• Experience with Remote Desktop Technologies (RDP, Anydesk, Teamviewer, VPN etc)
• Knowledge of using and installing Microsoft Office (this includes, Outlook, Word, Excel)
• MikroTik knowledge would be advantageous

Remuneration:

• R9,000 – R12,000 CTC depending on Capability and Experience

Email your CV’s to: [email protected]
Kindly include the reference TEC324 in the subject field
Applications closing date: 30th April 2024