Junior Technical ISP Support Agent

Job Title: Customer Service Junior Technical Support - ISP

Business Unit: Support

Location: Johannesburg

DSG is a leading BPO company specializing in digital solutions for various industries. We are committed to driving innovation and excellence in our services, with a focus on delivering value to our clients.

The role

We are seeking a dedicated Customer Service Technical Support - ISP to join our growing and dynamic team. This role offers an opportunity work within a growing team and play a vital role in ensuring the network's reliability and our ISP and Property partners' satisfaction.

Reporting Line: The Customer Service Technical Support - ISP reports directly to the Support Engineer Lead or Support Manager.

As a Customer Service Technical Support - ISP, the core responsibilities include addressing service disruptions affecting multiple customers and managing network outages, service issues, cut-overs, support escalations and addressing various technical requirements effectively. Your responsibility will equally be to support and attend to any connectivity related issues experienced by our property partners.

Roles and Responsibilities

Technical Support

• Working with ISPs, 3rd parties, and second-line support to troubleshoot and resolve technical issues.

• Generate required reports on support activities and performance.

• Perform account administration tasks and system checks to ensure smooth operation.

• Manage escalated support issues within agreed SLA timelines to maintain service reliability.

• Participate in a rotational schedule for standby duty to address network issues during off-hours.

• Update relevant support-related documentation as needed for reference and knowledge sharing.

• Manage contractor schedules and stock inventory as required for effective service delivery.

Minimum Requirements

• Grade 12/Matric.

• Previous experience in an ISP or Fiber Network Operator (FNO) environment.

• Service Desk Experience: Minimum of 1 year of experience in a Service Desk Agent or Support Engineer role.

• GPON Networking: Strong knowledge with GPON networking or similar technologies.

• Communication Skills: Excellent communication skills to interact effectively with team members and external partners.

• Professional Appearance: Present oneself in a professional and presentable manner.

• Problem-Solving: Strong problem-solving skills to addressing complex technical issues.

• Customer Focus: A customer-centric approach to ensure the highest level of customer satisfaction.

• Team Player: Ability to work collaboratively with team members and stakeholders.

• Organizational Skills: Strong organizational and prioritization skills to manage multiple support tasks effectively.

• Minimum networking skills required N+ or higher.

• CCNA or equivalent preferred

How to Apply

Please send your CV along with a short motivation as to why you are the ideal candidate for this position outlining your industry experience to ***email_hidden***. Only shortlisted candidates will be contacted, if you haven’t heard from us within 2 weeks of submitting your application, please consider your application unsuccessful at this time. We encourage you to apply for future opportunities that may become available, please follow us for future opportunities advertised.

Industry

• IT Services and IT Consulting