Description:
The IT Business Support Specialist plays a key role in delivering advanced technical assistance and ensuring a high standard of customer satisfaction. This role focuses on providing in-depth troubleshooting, supporting complex customer setups, and driving first-time resolution of support requests.The specialist will be responsible for handling escalated technical issues that require strong expertise in networking and routing, applying their knowledge to resolve problems efficiently and effectively. With a minimum of 3 years experience in a networking environment, the Business Support Specialist is expected to demonstrate advanced technical proficiency, excellent problem-solving skills, and the ability to work collaboratively with both customers and internal teams.
Key Responsibility Areas:
Advanced Technical Support
Provide advanced troubleshooting and resolution for complex technical issues. Support advanced customer setups, including networking and routing configurations. Conduct fault diagnosis and in-depth troubleshooting using diagnostic tools and remote access. Deliver remote support to customers via AnyDesk or similar platforms.Escalation & Collaboration
Serve as an escalation point for frontline support teams, offering guidance and expertise. Follow the escalation matrix and document all escalated cases for audit purposes. Collaborate with CNOC and Core Engineering teams on complex fault investigations. Identify recurring issues and log them for problem management or system improvements.Customer Interaction & Communication
Handle calls, triage issues, and manage support tickets efficiently. Provide timely client feedback and maintain clear, professional communication. Communicate directly with VIP clients
09 Jan 2026;
from:
gumtree.co.za