About the position
We are looking for a skilled and customer-focused ISP Helpdesk Support Agent to join a fast-paced ISP Helpdesk environment. This role plays a critical part in proactively and reactively managing service outages and degradations, with a strong focus on FTTH and FTTB services for home users and small to medium businesses.
You will be responsible for monitoring alerts, resolving incidents with urgency, and ensuring clear, professional communication throughout the resolution process. Acting as the face of the ISP, you will engage directly with end-users and contracted customers, providing support that goes beyond technical troubleshooting to include sales, construction, and billing-related queries.
This role requires strong technical capability, excellent communication skills, and the ability to thrive in a shift-based call centre environment supporting customers in South Africa and the United States.
Key Responsibilities
- Troubleshoot and resolve internet-related incidents across Fibre, Wireless, VoIP, desktop, email, and hosting environments
- Provide support for customer home and business devices including Wi-Fi printers, smart TVs, smart switches, and other connected devices
- Deliver an exceptional end-to-end ISP customer experience, from onboarding through to upgrades and cancellations
- Monitor, prioritize, and escalate incidents to ensure SLA adherence
- Work closely with internal Carrier, Connectivity, and Project teams to resolve infrastructure incidents and onboard new customers
- Coordinate with third-party vendors to resolve and update open incidents
- Record all incidents, updates, and resolutions accurately within the ITSM system
- Create and maintain Knowledge Base articles and known error documentation
- Identify recurring incidents, trends, and major issues, escalating proactively to management
- Provide first-line support for VoIP services over FTTH/FTTB
- Assist with the support, configuration, and maintenance of network devices when required
- Ensure efficient shift handovers to maintain 24/7 ownership of customer tickets
- Continuously suggest improvements to systems, processes, and service delivery
Requirements - Minimum 4 years’ experience as a Mid-Level Support Engineer in a call centre environment, supporting international customers
- Proven experience in an ISP or technical customer support role
- Strong knowledge of FTTH / FTTB infrastructure
- Working knowledge of VoIP technologies
- Solid understanding of network cabling, topology, and classifications
- Experience supporting multiple operating systems and common home-user technologies
- Strong troubleshooting, analytical, and problem-solving skills
- Excellent verbal and written communication skills in English and Spanish
- Customer-centric approach with full incident ownership (cradle-to-grave)
- Ability to work shifts and operate independently
- Valid driver’s license and own transport
Preferred Certifications (Advantageous)
- CompTIA A+ / Network+
- CCNA / HCNA
- Microsoft Certified IT Professional
- Monitoring tools such as Nagios, PRTG, or similar
Desired Skills:
- FTTH
- FTTB
- VoIP
- Fibre
- Desktop
Desired Qualification Level:
About The Employer:
