support@skyband.co.za +27 051 403 7100

| ISP First Line Support Technician

The suitable candidate to fill this role will be required to provide technical support services to customers on any of the solutions (mainly FTTH, FTTB, Wireless,VSAT, SD-WAN, VOIP and LTE). They will be responsible for the receipt of problems reported by customers, and the co-ordination of rapid and appropriate responses/resolution to requests, including channelling requests for assistance to appropriate functions, monitoring progress, and keeping customers appraised of progress. Key Responsibilities:

  • • Logging support calls on CRM (ticketing system).
  • • Assisting customers with first line support issues on fibre, LTE, wireless, VOIP, Network related.
  • • Assisting installers with installations (remote support) if needed.
  • • Escalating calls to second line support or partner.
  • • Performing basic personal computer (PC) and Local Area Network (LAN) setup and repair
  • • Following and maintaining call logging procedures.
  • • Fault finding reports, incident reports etc
  • • Adhering to our internal Support SLA.
  • • Stay up to date with new solutions and products.
  • • Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate teams
  • • Troubleshooting equipment and services.
  • • Maintaining backhaul network; repairing network outages
  • • Identifying potential performance “bottle necks” in the system
  • • Escalating faults to upstream providers and driving them to completion.
  • • Mikrotik router troubleshooting and operation.
  • • Ownership of calls - follow-up on calls and feedback to users
  • • Identifies and classifies incident types and service interruptions accordingly
  • • Troubleshooting physical layer problems with radio frequency (RF) links; resolving IP network issue problems
  • • Notifying appropriate parties immediately of any issues which may affect efficient operations

We are looking for an individual with strong communication skills, who displays patience and out of the box thinking when resolving issues. Good Time and Risk management capabilities Own vehicle and valid driver's licence

Qualifications

This position requires excellent listening, probing and documentation skills. First Line Support Technician requirements:

  • • Proven work experience as a First Line Support Technician or Helpdesk Support Technician.
  • • Minimum 2 year working experience in similar role.
  • • Must have a knowledge of networking and wireless technologies.
  • • Must be have related Network certified Qualification
  • • Solid knowledge of networking and electronics theory; electrical codes and standards relative to residential or commercial communications cabling
  • • Basic working knowledge of RF wireless technologies and product; wireless planning, design, and deployment processes (Ubiquiti, Mikrotik, Cambium etc.)
  • • Certification in A+ N+ or relevant field (advantageous).
  • • Ability to analyze and define problems; calculate figures and amounts; prioritize work flow, multitask, meet deadlines, and remain flexible
  • • Demonstrate attention to accuracy on all duties and responsibilities
  • • Ability to maintain confidentiality and comply with Company and established safety policies and requirements
  • • Ability to work weekend and/or evening work; availability to perform some travel
  • • A positive attitude and strong work ethic.
  • • Customer Service orientated.
  • • Professional.
  • • A team player with high level dedication.

    What makes a Good First Line Support Technician? Providing first and second line support primarily within the desktop support environment inclusive of Secondary entry level Back Office support, while maintaining a high level of customer satisfaction that meets the Service Level

  • | ISP Field Service Technician

    Job Description. As a Service Technician / Installer, you will perform the initial setup of Internet service as well as troubleshoot and repair wireless service for customers. You will be responsible for the basic maintenance of Company equipment and an assigned vehicle, and you will also be in charge of proactively monitoring and correcting network related issues. Service Technician / Installer responsibilities:

    • • Performing onsite customer installations and repairs
    • • Adhering to the Company’s quality standards, policies, and procedures
    • • Must be willing to climb towers when necessary
    • • Using a courteous and professional approach to address customer questions and concerns; discussing equipment placement, cable routing, paperwork completion, etc.
    • • Performing basic personal computer (PC) and Local Area Network (LAN) setup and repair
    • • Assisting customers with initial PC configuration; demonstrating Email account setup, LAN setup, and basic Internet Service Provider (ISP) use
    • • Cleaning up after customer installation – removing boxes, pieces of cable, and sheetrock dust
    • • Setting up Voice over Internet Protocol (VoIP) telephone equipment and testing for proper functionality
    • • Completing all installation and repair paperwork, detailed activity log, and other reports/documentation
    • • Determining which tools are needed for scheduled installations; organizing and loading equipment into Company vehicle
    • • Climbing communications towers and ladders; safely working in an elevated position
    • • Maintaining backhaul network; repairing network outages
    • • Identifying potential performance “bottle necks” in the system
    • • Ensuring proper site operation; inspecting cable and electrical equipment
    • • Identifying and designing potential new areas to be developed
    • • Contacting homeowners and site managers to ensure installation satisfaction
    • • Providing prompt response to network issues; conducting preventative or proactive network repair outside of normal business hours when required
    • • Troubleshooting physical layer problems with radio frequency (RF) links; resolving IP network issue problems
    • • Notifying appropriate parties immediately of any issues which may affect efficient operations

    This individual will be traveling 100% of the time to sites and may assist with after hour desk support if needed (scheduled duty will be rotational)

    Qualifications

    We are looking for a customer-oriented Internet Service Technician with a passion for high customer satisfaction and achieving operational excellence. To succeed in this role, you must have excellent communication skills with the ability to interact with all levels of staff, including senior management and internal and external customers. Think you have what it takes to be a part of our dynamic team? We want to hear from you! Internet Service Technician / Installer requirements:

  • • Valid driver’s license to be able to drive within the Company’s geographical footprint on a regular basis
  • • 1 year in a related customer and/or technical support and/or operations/engineering role
  • • Proficient with the Microsoft Office suite, Google Maps and Trips, CRM ticket systems and other job related software
  • • Must be have related Network certified Qualification
  • • Solid knowledge of networking and electronics theory; electrical codes and standards relative to residential or commercial communications cabling
  • • Basic working knowledge of RF wireless technologies and product; wireless planning, design, and deployment processes (Ubiquiti, Mikrotik, Cambium etc.)
  • • Basic understanding of IP networking
  • • Ability to analyze and define problems; calculate figures and amounts; prioritize work flow, multitask, meet deadlines, and remain flexible
  • • Demonstrate attention to accuracy on all duties and responsibilities
  • • Ability to maintain confidentiality and comply with Company and established safety policies and requirements
  • • Ability to work weekend and/or evening work; availability to perform some travel

    What makes a Good Service Technician? The ideal Service Technician is both meticulous and punctual. They strive to provide a great customer experience by arriving on-site quickly, accurately diagnosing problems, as well as fast repair times.

  • Please upload your CV Here

    Please upload your CV Here

    Fill in the below fields and submit your CV here or send it to support@skyband.co.za

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