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