NOC Commercial Support Technician

The Commercial Support Technician at Cool Ideas plays a crucial role in ensuring our commercial clients receive exceptional technical support and assistance. This position involves providing technical support for internet connectivity, resolving network-related issues, and ensuring customer satisfaction among our commercial clientele.

Key Responsibilities

• Customer Support:
• Provide prompt and efficient technical support to commercial clients via phone, email, or chat.
• Address inquiries and concerns related to internet connectivity, network configurations, and other technical issues.
• Troubleshoot and diagnose connectivity problems, resolving issues to minimize downtime for commercial customers.
• Network Troubleshooting:
• Investigate and resolve network-related problems, ensuring stable and reliable internet service for commercial clients.
• Collaborate with the network operations team to identify and rectify network outages or performance issues affecting commercial customers.
• Technical Assistance:
• Guide commercial clients through the setup and configuration of network equipment, ensuring proper installation and functionality.
• Provide technical assistance for various devices such as routers, switches, and modems, helping clients optimize their network infrastructure.
• Issue Resolution:
• Document and track technical issues reported by commercial clients, ensuring accurate records of incidents and resolutions.
• Escalate complex issues to the appropriate teams and follow up to ensure timely resolution and customer satisfaction.
• Product Knowledge:
• Stay up-to-date with the latest products, services, and technologies offered by the ISP.
• Continuously enhance knowledge of networking protocols, hardware, and software to provide effective support to commercial clients.
• Customer Education:
• Educate commercial clients on best practices for network security, data protection, and efficient use of internet services.
• Provide training and resources to help clients optimize their internet usage and enhance their online experience.

Requirements

• Own vehicle
• Background in telecommunications
• Familiar with major fibre operators
• Familiar with major data centre operators
• Experience with major switch and router OEMs (Cisco, Arista, Juniper, Mikrotik, etc.)
• Linux server experience (advantageous)
• Minimum 5 years’ Layer 3 network experience
• Experience working in a team environment
• Excellent communication skills
• This is an in‑office position