Our client is looking for a customer-focused Support Desk Agent to join their technical support team.

This role is suited to someone with experience in telecommunications, ISP, fibre, internet connectivity, or technical customer support environments. The successful candidate will assist residential and business customers with first-line technical support, basic fibre and Wi-Fi troubleshooting, ticket logging, customer updates, and escalation to the relevant technical teams where needed.

This is not a senior network engineering role. It is a hands-on support desk role requiring strong customer service, practical troubleshooting ability, attention to detail, and the ability to work accurately in a fast-paced support environment.

Key Responsibilities

Customer and Technical Support

• Provide first-line technical support to customers via phone, email, WhatsApp, CRM, and ticketing systems.
• Assist customers with internet connectivity, Wi-Fi, routers, ONTs, VoIP, and general telecoms-related queries.
• Troubleshoot common customer issues, including:
• No internet connectivity
• Slow internet speeds
• Wi-Fi connection issues
• Router or ONT connectivity problems
• Device connection issues
• Basic VoIP or telecoms service queries
• Guide customers through basic troubleshooting steps clearly and patiently.
• Check whether issues are customer-side, device-side, router-side, service-related, or provider/network-related.
• Escalate unresolved or complex technical issues to the appropriate internal team, network provider, field technician, or NOC team.

Ticket and Query Management

• Log all customer queries accurately on the relevant CRM or ticketing system.
• Update tickets with clear troubleshooting notes, customer communication, and next steps.
• Monitor open tickets and follow up until the matter is resolved.
• Prioritise queries based on urgency, customer impact, and internal processes.
• Keep customers updated throughout the support process.
• Ensure all customer interactions are professional, accurate, and properly documented.

Basic Connectivity Troubleshooting

• Assist customers with checking:
• Power to devices
• ONT/router lights
• Cabling and device connections
• Wi-Fi name and password
• Router reboots
• LAN cable testing
• Speed tests
• Device-specific connectivity
• Area outages or provider-related faults
• Support basic router setup and connectivity checks.
• Identify when a fault needs to be escalated for deeper technical investigation or onsite support.

Administration and Reporting

• Maintain accurate customer records.
• Update internal trackers and support documentation where required.
• Assist with basic reporting on faults, activations, service issues, and customer queries.
• Ensure all support activity is documented clearly and timeously.
• Work across Microsoft Excel, Outlook, CRM systems, ticketing systems, and internal portals.

Team Collaboration

• Work closely with operations, technical teams, field technicians, network providers, and customer-facing departments.
• Assist with service activations, installations, and customer go-live support where required.
• Communicate clearly with internal teams to ensure customer issues are resolved efficiently.

Minimum Requirements

• 2–4 years' experience in a customer support, technical support, ISP, telecoms, fibre, or helpdesk environment.
• Experience handling customer queries by phone, email, CRM, WhatsApp, or ticketing systems.
• Practical experience with basic internet connectivity troubleshooting.
• Exposure to fibre, Wi-Fi, routers, ONTs, VoIP, or telecoms services will be advantageous.
• Comfortable working with support tickets, customer updates, and escalation processes.
• Strong Microsoft Office skills, especially Outlook and Excel.
• Able to work onsite in Bryanston.
• Willing to work within a structured support desk environment.

Advantageous Experience

• Previous ISP, fibre, FNO, telecoms, or connectivity support experience.
• Experience with FTTH customer support.
• Experience using CRM or ticketing systems.
• Basic router configuration experience.
• Exposure to DNS, DHCP, PPPoE, IP addressing, or Wi-Fi troubleshooting.
• Experience working with network provider portals or checking outage information.
• Experience coordinating with field technicians or network teams.

Skills and Attributes

• Strong customer service orientation.
• Clear and professional communication skills.
• Patient and calm when dealing with frustrated customers.
• Practical problem-solving ability.
• Good attention to detail.
• Able to follow troubleshooting steps and internal processes.
• Strong admin and documentation skills.
• Able to multitask in a busy support environment.
• Willing to learn and develop technical knowledge.
• Reliable, punctual, and team-oriented.
• Able to take ownership of queries until resolved or properly escalated.

Ideal Candidate

The ideal candidate has experience in a telecoms, ISP, fibre, or technical support environment and enjoys helping customers resolve practical connectivity issues.

They do not need to be a senior network engineer, but they should be confident with first-line troubleshooting, customer communication, ticket logging, basic router and Wi-Fi checks, and escalating issues correctly when further technical support is required.

This role would suit someone who is customer-focused, technically curious, accurate with admin, and looking to grow within a fibre and telecoms environment.