Spanish Speaking ISP Helpdesk Support Agent

Johannesburg - South Africa

Monthly Salary: Not Disclosed

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

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 drivers license and own transport

Preferred Certifications (Advantageous)

CompTIA A / Network
CCNA / HCNA
Microsoft Certified IT Professional
Monitoring tools such as Nagios PRTG or similar

Required Skills:

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 drivers license and own transport Preferred Certifications (Advantageous) CompTIA A / Network CCNA / HCNA Microsoft Certified IT Professional Monitoring tools such as Nagios PRTG or similar

Required Education:

CompTIA A / NetworkCCNA / HCNAMicrosoft Certified IT ProfessionalMonitoring tools such as Nagios PRTG or similar

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 drivers license and own transport