Job Description

MUST HAVE DRIVERS LICENCE & OWN VEHICLE
FLUENT IN AFRIKAANS
Skills, Qualifications and General Requirements:
Grade 12 qualification.
Valid drivers license with own transport.
Fluent in both Afrikaans and English
CompTIA A+, N+, CCNA, CCNP, Mikrotik certifications preferred.
Knowledge of domains, DNS and cPanel is required.
At least 24 years experience in a Level 2 Support role, ISP, NOC, or Helpdesk environments
A strong understanding of general IT and networking principles is essential.
Excellent communication and interpersonal skills.
Mikrotik (RouterOS) PPPoE, VPNs, VLANs, QoS, routing
Virtualization (Proxmox), and VoIP provisioning (3CX/PortaOne).
Experience using tools such as PRTG, Zabbix, and Site24x7 (Beneficial)
Responsibilities:
Manage client communication through phone, WhatsApp, email, and CRM systems.
Follow up with clients and provide regular feedback.
Assist with client onboarding processes.
Create, transfer, and manage domain registrations.
Provide ongoing support and maintenance for both internal and external clients.
Offer Level-2 support for fiber, wireless, and satellite networks and escalate when necessary.
Provide remote troubleshooting and resolve client queries.
Monitor and handle network outages immediately using tools such as PRTG, Zabbix, and Site24x7.
Maintain daily communication with clients to ensure friendly and effective customer service.
Configuration and support of Mikrotik RouterOS (PPPoE, VPNs, VLANs, QoS, routing).
Support VoIP (3CX/PortaOne), DNS records, shared hosting (cPanel/WHM), and MS365 services.
Document recurring problems and solutions to improve support efficiency.