• Offer first line support to customers.
• Takes the initial call from users.
• Log tickets for all client queries and escalate as necessary (close tickets if resolved)
• Addresses basic customer queries (general queries, non-technical questions, password recovery,
website navigation assistance, basic troubleshooting, basic procedural ‘how to’ questions)
• Supplying clients with general information regarding their Wireless service & responding on email
• Accurately screen incoming calls, redirecting calls and taking messages
• Document basic processes as well as required external escalation steps and contact info when
assisting with escalations.
• Escalate technical queries to Tier 2 Engineers.
1. Checklist:
- No Internet:
- Check Power LED on Poe
- LAN Cable to RB
- Power cycled Poe
- Check-in CCR neighbor for possible antenna IP
- If all above give no improvement escalate to Tier 2
2. VoIP:
- Check the packet loss to VoIP provider.
- Check the ping results.
- Check the condition of the link to the high site.
- Check ping result from antenna to the high site.
- Torch the line for possible heavy traffic.
3. Intermittent:
- Check the WIFI frequency
- Check for overheating (CPU)
- Check cables are securely connected.
- Change wireless channel
- Update router/antenna firmware.
4. Slow internet:
- Latency check to google (Ping)
- Traceroute from client to DC.
- Check CPU
- Check firmware.
- Check queue from NAS if the client is maxing out his line speed.
- Check latency to the sector and in the sector.
Requirements
Analytical
 Ability to work independently.
 Customer service skills
 Ability to work quickly and under pressure.
 Problem-solving skills
 Time management skills
 Technical aptitude
 Good Communication skills (written and verbal)
 Previous experience at an ISP will be added advantage.
 Basic understanding of PC hardware setup and configuration
 Wireless and Routing experience – 1 year
 Call Centre experience – 1 Year (Advantageous)
 Minimum experience with TCP/IP, DNS, DHCP, routers, IP routing and switches

 Grade 12 / Senior Certificate
 N+ & A+ certification (Advantageous)