L1 Technical Helpdesk

Job Description

We are seeking an enthusiastic L1 Technical Support superstar to be the friendly face of our business and provide first-rate technical assistance to our diverse range of customers, both residential and commercial.

Key responsibilities:

• Resolve issues with Residential and Business-grade services through effective troubleshooting.
• Keep customers updated on the status of their query/fault by providing proactive communication.
• Work with upstream and third-party suppliers to manage fault resolution in a timely manner.
• Manage customer expectations according to defined processes.
• Actively handle ticket queues and inbound phone calls.
• Identify short and long-term strategies to help mitigate the impacts on customers’ business or home network by taking a holistic approach to their situation.

Skills & Experience

• Knowledge of fundamental networking principles
• Experience working in IT or Telecommunications helpdesk environments
• Excellent oral and written communication abilities
• A pleasant and supportive phone demeanor 
• A desire to aid clients in resolving their concerns
• Self-driven and capable of working independently
• Attentive to details and prioritise accuracy over speed
• Capable of fulfilling customer service level agreements (SLAs) while prioritising a favorable customer experience
• Enjoys working collaboratively in a team to accomplish shared objectives

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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