Technical Support Analyst (TSA)
Key Responsibilities:
- 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.
- User Communication:
- Manage user expectations and ensure effective communication throughout the support process, providing timely updates on ticket status.
- 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.
- Health & Safety:
- Ensure compliance with health and safety regulations within the support team, promoting a safe working environment.
- 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.
- Process Improvement:
- Follow and actively seek to improve existing TSA support processes to enhance efficiency and effectiveness.
- Collaboration:
- Work collaboratively with external teams to improve service delivery and support for technicians.
- 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.
- Professional Standards:
- Maintain high standards of professionalism and confidentiality in all interactions.
- 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.
Qualifications:
- Matric or Equivalent
Job Requirements:
- Strong technical background in FTTB / FTTH telecom systems and support platforms.
- Excellent communication and interpersonal skills.
- Ability to analyze and troubleshoot technical issues effectively.
- Technical experience in FTTB/FITH
- 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.
- Computer Literate – Proficient with Microsoft Packages, Excel, PowerPoint
- 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
- Clear and Concise communication related to customer/internal meetings inclusive of email communication.
Behavioral Competencies:
- Must be able to work effectively and indignantly in a pressurized environment
- Able to work as part of a team to achieve work goals and targets
- Self-directed, friendly and calm under pressure
- Self-motivated and a strong sense of achievement to take ownership of the network is of utmost importance