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: 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 and reduce repeat escalations. Act as an escalation point for frontline support teams, offering guidance and expertise. Collaborate with internal teams to identify, escalate, and resolve systemic issues. Document troubleshooting steps, solutions, and best practices for internal knowledge sharing. Contribute to process improvements that enhance support efficiency and service delivery. Fault Diagnosis and Troubleshooting. Remote support via Any Desk to customers. Ticket Management and Escalation. Customer Interaction and Communication. Call Handling and Triage. Timely Client Feedback. Communicate directly with VIP clients via WhatsApp, providing timely updates, personalized support, and proactive notifications for known issues. Identify recurring issues and log them for problem management or system
26 Feb 2026;
from:
gumtree.co.za