Technical Service Desk Agent

Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service.

Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google – the best-rated ISP in South Africa. We are extremely proud of winning KFM’s Best of the Cape Awards: Best ISP in 2021 and 2022 being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband. These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer’s experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

Specialisation fields:

Fibre-to-the-Home (FTTH)

Fibre-to-the-Business (FTTB)

Enterprise connectivity

Mobile connectivity and data management

Cloud infrastructure and more!

At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, every day.

Our values:

We Build Trust and Ownership

We Honour & Respect People

We Cultivate Passion & Creativity

We Innovate Feverishly

We Go the Extra Mile

We Believe in Humility

We Communicate Openly & Honestly

We Make it Fun

We Teach, Grow & Learn

We Do More, With Less

Where the successful candidate will fit in?

Our Service Desk team is responsible for 1st Line Support to our customers. With a strong focus on customer satisfaction, you will be expected to troubleshoot and resolve issues with services such as but not limited to broadband, Fibre To The Home or business, domains and hosting and ADSL. The position does not always entail remote assistance as we have frequent walk-in customers as well.

Please note:

This position does not always entail remote assistance as we have frequent walk-in customers as well.
Should you be required to work remotely, you must have the following in place:

• Reliable internet connection
• Alternative power supply and connectivity options in case of loadshedding (UPS, hotspot, etc.)

Job Duties:

• Responding to queries via phone, email or live chat
• Taking ownership of customer issues and following standard service desk procedures
• Troubleshooting and diagnosing issues with the following services: FTTH, WiFi, Broadband, LTE, Domains, Hosting Services, and ADSL.
• Providing efficient and effective support to achieve a high rate of first-time resolution.
• Following up with customers to ensure full resolution of the problem.
• Ensure internal and external ticket communication is carried out in a professional and timely manner
• Escalation of relevant incidents beyond 1st line support.
• Adhere to shift roster and standby requirements.
• And any other reasonable task.

Requirements

• Completed grade 12
• An IT/Telecommunication qualification
• 5 years' experience providing Technical Support in a Service Desk Environment
• 5 years' experience troubleshooting FTTH, FTTB, LTE, Broadband, WiFi, Domains, Hosting and ADSL.
• At least 2-years experience within an ISP/Telecoms environment.
• Experience using remote desktop support applications
• Strong understanding of ISP/Telecoms networks
• Comfortable with shift work and standby

Benefits

• Company contribution to Medical Aid/Medical Insurance
• Retirement Annuity contribution
• Discounted Internet Connectivity
• Employee Wellness Programme (ICAS). Providing free 24/7/365 counselling for you and your family in your household, as well as other health and wellbeing resources, provided by registered professionals.
• Exposure to latest industry technologies and standards
• Lastly, a work environment that rivals the very best!

If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.

Application Question(s):

• What is your current CTC?
• What is your desired CTC?
• What is your notice period?
• Are you comfortable travelling to our offices in Northgate Park?

Education:

• Diploma (Preferred)

Experience:

• FTTH Technical Support: 5 years (Preferred)
• ISP/Telecoms: 2 years (Preferred)

Work Location: In person