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The Technical Support Agents provide friendly and efficient first line support, as well as core advanced customer support through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point) and occasionally VOIP (Voice over IP).The Technical Support Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, Distant-Desktop, Route This and e-mail) using the clients ticketing and, Route This and e-mail). Calls that cannot be resolved are escalated appropriately. The call center operates daily from Monday to Sunday, between 7:00 AM and 10:00 PM.Below are the shift schedules:Monday to Friday: (weekly shift rotation)Shift 1: 7:00 AM 4:00 PMShift 2: 8:00 AM 4:30 PMShift 3: 8:00 AM 4:30 PMShift 4: 1:00 PM 10:00 PMWeekend (rotational, every second weekend):Shift 1: 7:00 AM 3:00 PMShift 2: 2:00 PM 10:00 PMYour Key Responsibility Areas:First Line Customer Support:Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, Distant-Desktop, and RouteProvide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.Record support requests in the clients ticketing systemAim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customersProviding updates at least hourly or daily as necessary.Consistently monitor Microsoft Teams and WhatsApp for messages.Troubleshooting, problem solving and monitoring:Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.Monitoring of Network using Dude and Zabbix.Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).Identify trends with incoming calls,
https://www.jobplacements.com/Jobs/H/Helpdesk-Agent-PTA-FebMarch-1262215-Job-Search-03-23-2026-00-00-00-AM.asp?sid=gumtree
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The Monitoring Agent is responsible for the real-time monitoring of network and system activity, swiftly responding to alerts from monitoring tools, assessing their customer impact, and proactively driving issue resolution. Acting as the first line of defence against service incidents, this role requires effective communication with affected teams and stakeholders to ensure minimal downtime and maintain an exceptional customer experience at every stage. In addition, the Monitoring Agent is responsible for monitoring SLA clients to ensure service commitments are met, as well as conducting general monitoring of all client equipment to identify and escalate potential issues before they affect service delivery.Key Responsibility Areas:Real-Time Monitoring and Alert Response:Monitor network systems (Zabbix, Grafana, The Dude, Altostrat) for performance anomalies, service disruptions and triggers.Assess the severity and customer impact of incoming alerts.Initiate documented troubleshooting steps to resolve issues and independently where possible. Log all network incidents clearly and accurately in the ticketing system. Conduct basic troubleshooting to see if connectivity can be restored, before escalating to relevant teams.Incident Communication and Escalation Management:Ensure clear and timely communication to relevant stakeholders regarding incident status, impact, and estimated time of resolution (ETA).Follow established escalation procedures, engaging higher-level support teams when necessary.Proactively chase resolutions, keeping all stakeholders informed at regular intervals until issues are fully resolved.Customer Impact and SLA Management:Assess and clearly document customer impacts associated with network alerts and incidents.Prioritise incidents based on the level of customer impact and urgency.Consistently adhere to agreed-upon Service Level Agreements (SLAs), ensuring timely responses and resolutions.Continuous Learning and Improvement:Develop a comprehensive understanding of network infrastructure, monitoring systems, and customer environments.Identify opportunities for process improvements, system enhancements, and monitoring optimisations. Actively participate in training and knowledge-sharing initiatives within the surveillance team.Key Outputs:Accurate Incident Logs.Proactive Incident Communication.Adherence to SLAs.The successful candidate must have the following experience/skills and competencies:Experience: Previous experience with network monitoring tools (Zabbix, Grafana, The Dude) advantageous. Experience with ticketing systems in a team-based support environment beneficial. Technical Competencies: Basic underst
https://www.jobplacements.com/Jobs/N/Network-Monitoring-Agent-1265676-Job-Search-03-24-2026-00-00-00-AM.asp?sid=gumtree
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Key Responsibilities:Maintain IT infrastructure, backups, and disaster recoveryAssist users with IT issues and help desk requestsSupport internal system implementations and telephone systemsEnsure IT assets are effectively maintainedQualifications:N+ and A+ certifications23 years IT Admin experienceKnowledge of network protocols, hardware, and softwareStrong problem-solving and communication skillsRelevant IT certifications (CompTIA, Cisco, Microsoft) are a plusPlease submit a copy of your ID and payslip with your application. Application Outcome:If you do not hear from us within three (3) weeks after submitting your application, please consider your application unsuccessful.
https://www.jobplacements.com/Jobs/I/IT-Administrator-1274648-Job-Search-03-24-2026-04-02-55-AM.asp?sid=gumtree
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JOB OPPORTUNITY: Workshop Supervisor / Senior IT Support Technician Are you a technically sharp IT professional who thrives in a fast-paced environment? We are looking for a hands-on leader to take ownership of workshop operations and provide top-tier technical support!Location: Hatfield, Pretoria Salary: R25,000.00 per month CTC (Depending on experience & capability) Working Hours: 08:00 17:00 Type: Permanent Position Dress Code: CasualRole Overview This is not a purely supervisory role. You will lead from the front, coordinating daily workshop flow while remaining technically involved. Youll be the go-to resource for your team, reducing bottlenecks and ensuring client excellence.Requirements Experience: 3 to 5 years in IT, desktop, workshop, or MSP support. Technical Skills: Strong practical experience with Windows desktops, laptops, and peripherals. Cloud & Networking: Working knowledge of Microsoft 365 and networking fundamentals (TCP/IP, DNS, DHCP). Language: Good written and verbal communication skills in both English and Afrikaans. Essentials: Valid Drivers License and own transportation. Attributes: Ability to work under pressure and manage multiple priorities.Advantageous Experience Previous experience in an MSP environment. Experience supervising, coordinating, or mentoring other technicians. Exposure to Windows Server administration or Microsoft Entra ID. Key Responsibilities Take full control of workshop flow and job visibility. Act as a technical escalation layer for desktop technicians. Improve turnaround times and department accountability. Maintain stable and responsive client service delivery.
https://www.jobplacements.com/Jobs/S/Senior-IT-Support-Technician-Workshop-Supervisor-1274848-Job-Search-3-24-2026-10-35-09-AM.asp?sid=gumtree
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