Job Description

Home-Connect, a Fourways based Internet Service Provider specializing in the Fibre to the Home, is looking to hire a Technical Support Consultant, with strong knowledge of 1st Line Remote Desktop and Telephone Support of Broadband technology, with experienced knowledge of the internet & IT networking to join our customer-focused team.


The incumbent will be responsible for all technical support calls, tickets, and inquiries whilst exceeding customer service expectations and taking personal ownership for end-to-end technical support, diagnostics, fault management and service restoration for all client services. This role is a consultative 1st line technical support role, where you will be dealing with home users and might be required to assist with router Installations at the client's home.

Primary Responsibilities

Provide efficient and effective technical support to Home-Connect clients at all times. Deal with first-line support for desktop, laptop, network, server, Wi-Fi, and internet-related issues. Assist clients remotely with connectivity issues and, where required, also assist on-site with client connections. Proactively monitor and report on network and system outages. Troubleshoot, diagnose, and resolve networking technology support queries as well as other third-party faults.

Client & Ticket Management

Prioritize and manage open and pending tickets effectively and timeously using the online ticketing system. Respond to clients and tickets logged within stipulated Service Level Agreements (SLAs), if applicable. Respond and communicate professionally to clients via all communication tools provided (Phone, Ticketing System, SMS systems, etc.). Identifying, reporting trends with client queries and escalating to the IT Team Lead and/or management for resolution recommendations. Escalate issues to management in a timeous fashion.

Setup and Coordination

Configure routers for FTTH after installations Coordinate with external and third-party suppliers/providers to resolve any client issues. Log all client queries with suppliers using the respective processes and support ticketing system(s).

Operations and Documentation

Follow processes and written instructions to resolve a fault or set up/update a new solution. Take responsibility for keeping Home-Connect computers, network equipment, and other machinery operational, safe, clean, and secure at all times. Assist in creating, updating, and documenting problem resolutions. Adhere to Home-Connect policies, processes, and procedures.

Availability and Professionalism

Available to perform after-hours and Standby technical support as and when required. * Establish a good working relationship with colleagues, clients, suppliers, and other professionals.