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Growth Resourcing

Telecoms Technical Support Specialist

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeuMhlanga, South Africa$250k - $400k

About the Job

Requirements

  • Previous experience in a Telecoms Support, Service Desk, or Technical Support role is preferred.
  • Strong understanding of telecommunications technologies including Voice over Internet Protocol, Session Initiation Protocol, hosted telephony, broadband, and mobile services.
  • Good knowledge of networking fundamentals including Transmission Control Protocol/Internet Protocol, Domain Name System, Dynamic Host Configuration Protocol, virtual private networks, and general connectivity troubleshooting.
  • Experience working with routers, switches, IP phones, and telecommunications hardware.
  • Familiarity with ticketing or service management systems.
  • Strong troubleshooting and analytical problem-solving skills.
  • Excellent verbal and written communication skills with a professional telephone manner.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Strong customer service orientation with the ability to build effective relationships.
  • Ability to work independently as well as collaboratively within a team.
  • High attention to detail and commitment to delivering quality service.

Responsibilities

  • Provide first-line and technical support for telecommunications products and services via telephone, email, and remote support tools.
  • Troubleshoot and resolve issues relating to voice, broadband, hosted telephony, Voice over Internet Protocol, Session Initiation Protocol, mobile services, and data connectivity.
  • Log, update, prioritise, and manage support tickets in line with agreed service-level agreement targets.
  • Diagnose faults and escalate complex or unresolved issues to senior engineers, carriers, or third-party providers when required.
  • Support customers with installation, configuration, and troubleshooting of telecommunications equipment including routers, handsets, and IP devices.
  • Carry out provisioning, adds, moves, and changes for customer accounts and telecommunications services accurately and efficiently.
  • Monitor service performance and proactively identify potential faults or service-impacting issues.
  • Liaise with network providers, suppliers, and internal teams to ensure timely and effective fault resolution.
  • Provide clear, professional, and customer-focused technical support.
  • Maintain accurate records of incidents, troubleshooting steps, and resolutions within internal systems.
  • Support service provisioning, upgrades, and implementation of new telecommunications solutions.
  • Ensure all work is completed in accordance with company procedures, security policies, and industry best practices.
  • Contribute to continuous improvement initiatives within the technical support function.

Desired Qualifications

  • Previous experience in a Telecoms Support, Service Desk, or Technical Support role.

About the Company

Growth Resourcing

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