Business Support Specialist – Technical Networking & ISP Support
The Talent Room · Tshwane, Pretoria, Gauteng
Overview
A growing Pretoria based ISP and networking company is looking for a Business Support Specialist to handle advanced technical troubleshooting, customer setups, and escalations. This full time role is perfect for someone with at least 3 years in networking who enjoys solving complex issues and keeping customers happy. You will work with technologies like Mikrotik, fibre, wireless, and VoIP. If you are a problem solver who thrives in a fast paced support environment, this could be your next step.
About the role
As a Business Support Specialist, you will be the go to person for complex technical support and customer setups. You will work closely with frontline teams and engineering to resolve issues quickly and keep clients informed. The role involves a mix of remote troubleshooting, ticket management, and direct communication with customers, including VIP clients.
Key areas of focus include:
- Providing advanced troubleshooting for networking, routing, and telephony issues.
- Acting as an escalation point for frontline support teams.
- Supporting customer setups that involve networking and routing configurations.
- Documenting solutions and contributing to the knowledge base.
- Communicating with clients via WhatsApp and other channels, ensuring timely updates.
- Collaborating with CNOC and Core Engineering on complex faults.
- Meeting SLAs and maintaining high customer satisfaction scores.
You will need to stay current with industry trends and product changes, and always follow company policies and privacy regulations like POPIA.
Requirements
- At least 3 years experience in a networking environment.
- Experience in ISP, telecommunications, or enterprise networking.
- Voice and PABX experience, including advanced configuration and troubleshooting.
- Strong knowledge of TCP/IP, routing protocols, VPNs, and network security principles.
- Proven ability to troubleshoot complex networking issues.
- Experience in customer support or technical escalation roles.
- Excellent communication skills, able to explain technical concepts clearly.
- Ability to work independently and in a fast paced team.
- Working knowledge of PortaOne is advantageous.
- Experience with Huawei, Ubiquiti, or Fortinet is beneficial.
- Strong understanding of fibre networks and wireless RF technologies.
- Mikrotik Certification is essential.
- Grade 12 is required.
- N+ and A+ certifications are advantageous.
Responsibilities
- Provide advanced troubleshooting and resolution for complex technical issues.
- Support advanced customer setups, including networking and routing configurations.
- Strive for first time resolution of support tickets to improve customer experience.
- Act as an escalation point for frontline support teams, offering guidance and expertise.
- Collaborate with internal teams to identify and resolve systemic issues.
- Document troubleshooting steps and solutions for internal knowledge sharing.
- Stay current with industry trends and best practices in networking and routing.
- Contribute to process improvements that enhance support efficiency.
- Perform fault diagnosis and troubleshooting.
- Provide remote support via AnyDesk to customers.
- Manage tickets and escalations according to the escalation matrix.
- Handle calls and triage.
- Give timely feedback to clients and communicate with VIP clients via WhatsApp.
- Identify recurring issues and log them for problem management.
- Collaborate with CNOC or Core Engineering teams on complex fault investigations.
- Maintain proficiency in support tools, including ticketing platforms (e.g., Q Contact) and remote access tools.
Job details
- Organisation
- The Talent Room
- Location
- Tshwane, Pretoria, Gauteng
- Job type
- Full time
- Experience level
- Mid (3+ years)
- Education
- Matric
- Category
- Telecommunications
- Application Method
- Apply online
Success Guide
If you are applying for this Business Support Specialist role, make sure your CV clearly shows your hands on experience with networking troubleshooting, especially Mikrotik and VoIP. Highlight any ISP or telecoms background and specific technologies you have worked with like Huawei or Fortinet. Since the role involves direct client communication, emphasise your ability to explain technical issues in simple terms. Certifications matter here, so list your Mikrotik cert and any N+ or A+ clearly. Be ready to discuss real examples of complex faults you have resolved and how you kept customers informed. Tailor your application to show you understand the fast paced support environment. Good luck!
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