Key Objectives:

1. Technical Support:
   • Provide remote technical assistance to technicians by receiving, logging, resolving, and closing support tickets across various platforms and technologies.
   • Analyze and convert loop traces to facilitate troubleshooting and resolution.
2. User Communication:
   • Manage user expectations and ensure effective communication throughout the support process, providing timely updates on ticket status.
3. Support Management:
   • Oversee SDM updates, source relevant support systems (Q-base, CRM-DFA), and manage the posting of all tickets in designated WhatsApp groups.
   • Document and close all resolved tickets, actions, and solutions within the SDM system.
   • Create and maintain internal information tracing sheets to enhance support processes.
4. Health & Safety:
   • Ensure compliance with health and safety regulations within the support team, promoting a safe working environment.
5. HR Management:
   • Manage the HR aspects of the technical support team, including overseeing overtime, leave requests, and team performance.
   • Foster a positive team environment by addressing personnel issues and supporting team development.
6. Process Improvement:
   • Follow and actively seek to improve existing TSA support processes to enhance efficiency and effectiveness.
7. Collaboration:
   • Work collaboratively with external teams to improve service delivery and support for technicians.
8. Customer Interaction:
   • Deliver outstanding customer service through various channels, including phone, email, and chat.
   • Escalate complex issues to relevant teams or senior technicians for resolution.
9. Professional Standards:
   • Maintain high standards of professionalism and confidentiality in all interactions.
10. Standby and Shift Management:
    • Manage TSA lists related to weekly standby night shifts and day shifts.
    • Gather and provide feedback related to all support groups.

Qualification:

• Matric
• Relevant FTTB/FTTH qualification would be advantageous

Job Requirements

• Minimum of 2 years of experience in role, preferably within the telecommunications sector.
• Strong technical background in FTTB / FTTH telecom systems and support platforms.
• Must have previous work experience within a Fiber Network Environment
• Required to work extended hours and on weekends and public holidays should the need arise due to operational requirements
• Excellent communication and interpersonal skills.
• Ability to analyze and troubleshoot technical issues effectively.
• Proven experience in customer service and technical support environments.
• Familiarity with relevant support systems (SDM, Q-base, CRM-DFA, PowerBi) is a plus.
• Willingness to work night shifts and overtime as required to support the technical team and maintain service levels.