IT Business Support Agent PTA - May 2026

IT Business Support Agent PTA - May 2026 The Talent Room Tuesday, 26 May 2026 Tal000357/Elmie Verified Ad IT/Computer - IT Support/Helpdesk Gauteng

FULL TIME

Job Spec Company Job Summary

The Business Support Agent provides technical support and troubleshooting for customers using wireless, fibre, and voice services. This role involves first line support, striving for first-time resolution, and managing customer interactions across multiple channels. The agent is responsible for diagnosing and resolving faults, documenting solutions, escalating complex issues to higher-level teams, and maintaining service levels and customer satisfaction. A solid understanding of networking fundamentals, MikroTik routers, and basic voice/PABX systems is required. The role is ideal for a technically skilled individual with hands-on experience in ISP/WISP environments and strong problem-solving and communication skills. Key Responsibility Areas: Provide first and second line support. Strive for First Call Resolution (FCR). Fault Diagnosis and Troubleshooting. Provide basic to advanced troubleshooting on customer-side faults.

Formation / Diplômes

Support Tasks and Information Requests. Remote support via Any Desk to customers. Ticket Management and Escalation. Customer Interaction and Communication. Address basic customer queries (general queries, non-technical questions, password recovery, basic troubleshooting, basic procedural ‘how to’ questions). Supply clients with general information regarding their Wireless/Fibre/Voice services. Call Handling and Triage. Callback and Message Monitoring. Timely Client Feedback.

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