IT Channel Support Specialist

Cloud Group

Location: Block A, Blueberry Office Park, Apple St, Randpark Ridge, Randburg, 2156

Employment Type: Full-Time

About the Role

Are you a skilled technical problem-solver who enjoys working with partners and building strong business relationships? We are looking for an IT Channel Support Specialist to be the go-to technical expert for our channel clients, partner networks and resellers.

In this role, you will support our partners with iShield, diagnose and resolve issues across hardware, software and network environments, and help our partners get the most out of our solutions.

If you enjoy variety, take pride in solving problems properly, and like sharing what you know, this role is for you.

Key Responsibilities

Partner & Reseller Support: Act as the primary technical point of contact for channel clients, resellers and partners via phone, email and chat.
Partner Engagement: Engage with prospective clients and IT partners to understand their needs and show how iShield can support their business.
iShield Training: Deliver training to partners and clients on existing and newly released iShield features.
Troubleshooting: Perform root-cause diagnosis and resolution of hardware, software, network connectivity and routing faults.
Ownership: Take ownership of user problems from first contact through to resolution, and proactively identify and address recurring issues.
Ticket Management: Accurately log, track and update support tickets within agreed Service Level Agreements (SLAs).
Escalation: Route complex infrastructure or advanced network faults to tier-2/tier-3 engineering teams or field technicians, keeping partners informed throughout.
Documentation: Build and maintain knowledge base articles, FAQs and support documentation.

What You Will Bring

Education: Grade 12 (Matric), or a relevant tertiary qualification in Information Technology or Computer Science.
Industry Certifications: CompTIA A+, Network+, or vendor-specific credentials (e.g. Microsoft or MikroTik).
iShield Certification: Bronze, Silver or Gold level.
Technical Knowledge: Solid understanding of TCP/IP, DNS, DHCP, VPNs, Microsoft 365 and general network hardware.
Experience: Experience supporting external clients, business partners or reseller channels (rather than internal users only).
Soft Skills: Excellent verbal and written communication, patience, a methodical approach to problem-solving, and the ability to manage your time well under pressure.

Advantageous

Firewall & Security Platforms: Working knowledge of pfSense, Untangle, WinGate, Fortinet, Check Point, Juniper, Sophos or WatchGuard.

How to Apply

If you are ready to take the next step in your IT career and help support our growing partner ecosystem, we would love to hear from you.

Send your CV to ***email_hidden*** with the subject line "IT Channel Support Specialist".