302 Support Specialists jobs in Johannesburg

Reference: HC003132-Moipo-1
Employment: Full Time (Shift based)

Job Purpose
As an ISP Engineer, your primary goal is to ensure maximum service availability and performance for our FTTH (Fiber to the Home) and FTTB (Fiber to the Business) customers. You'll be responsible for proactive and reactive monitoring, swiftly addressing alerts related to service outages, and providing comprehensive technical support to resolve issues. Additionally, you'll serve as the primary point of contact for customer queries or complaints, extending support beyond technical issues to encompass sales, construction, and billing inquiries.

Key Responsibilities:

1. Troubleshoot internet-related incidents, including fiber, wireless, desktop, email, and hosting support.
2. Provide exceptional customer service to FTTH/FTTB customers throughout their lifecycle with us.
3. Collaborate with internal teams and external vendors to resolve escalated infrastructure incidents.
4. Participate in project onboarding of new customers and upgrades.
5. Ensure incidents are resolved within SLA and update incident information accurately in the company's ITSM.
6. Contribute to the development and maintenance of the company's Knowledge Base.

Minimum Requirements:

1. Certification as IT Technician preferred.
2. A+ / N+ certification.
3. CCNA / HCNA certification.
4. Microsoft Certified IT Professional preferred.
5. Experience with monitoring systems such as Nagios or PRTG.
6. Minimum 4 years' experience as a Mid-Level Support Engineer in a Call Centre environment dealing with international customers.
7. Valid driver's license and own transport.
8. Ability to work shifts.
9. Proven experience in an ISP Engineer or similar customer support role.
10. Working knowledge of VoIP technology.
11. Familiarity with network cabling, classification, and topology.

Job Title: Help Desk Operations and Technical Support (Stellenbosch)

Summary:

Seeking a tech-savvy professional to provide first and second-line support for IT systems and cloud infrastructure. This role focuses on troubleshooting, client support, and maintaining efficient operations across Microsoft Azure and Windows Server environments.

Key Responsibilities:
Provide Tier 1 & 2 support for applications and infrastructure.
Troubleshoot Azure and Windows Server issues.
Manage support tickets and meet SLA targets.
Assist users via Teams or phone with clear, non-technical communication.
Document procedures and escalate complex issues when needed.
Requirements:
2+ years in IT/help desk support.
Experience with Microsoft Azure and Windows Server.
Basic networking knowledge (DNS, DHCP, VPNs, firewalls).
PowerShell scripting familiarity.
Strong troubleshooting and communication skills.
Experience with ticketing systems (e.g., Jira).

• Perform daily system monitoring, ensuring all networks and live devices are functioning.
• Ensure tickets are logged for offline devices.
• Ensure all tickets are handled timeously with the client agreements.
• Managing ticket backlog.
• Develop and implement technical support policies, practices, and standard operating procedures.
• Measure and monitor the effectiveness of systems, processes, and policies, recommending and implementing changes to improve service delivery.
• Identify gaps and shortcomings in business processes, escalating and addressing procedures that are not working.
• Ensure a positive client experience is at the forefront of all decisions, continuously seeking ways to improve this experience.
• Generate and process high-level escalation tickets for technical support, driving resolution among internal and external stakeholders.
• Manage ticket escalations and coordinate support across different departments within company.
• Identify fault trends, perform diagnostics, troubleshoot issues, and escalate as required.
• Monitor the phone system within the environment ensuring Support Techs are efficient and professional at all times.
• Provide clients with regular communication regarding the status of requests ensuring timely follow-up and satisfaction.
• Regular team and one-on-one meetings.
• Identify gaps for improvement and development.
• Ensure KPIs are met.

• Relevant qualification in Help-Desk advantageous
• Driver’s License
• Manage Engine Support Center Plus advantageous
• Strong understanding of IT hardware, software, and operating systems.
• Ability to identify and resolve complex technical issues.
• Good verbal and written communication skills.
• Strong client service skills and a commitment to providing excellent support.

• Email your comprehensive CV to .
• If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.
• We reserve the right to only conduct interviews with candidates of choice.
• Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.

• Perform daily system monitoring, ensuring all networks and live devices are functioning.
• Ensure tickets are logged for offline devices.
• Ensure all tickets are handled timeously with the client agreements.
• Managing ticket backlog.
• Develop and implement technical support policies, practices, and standard operating procedures.
• Measure and monitor the effectiveness of systems, processes, and policies, recommending and implementing changes to improve service delivery.
• Identify gaps and shortcomings in business processes, escalating and addressing procedures that are not working.
• Ensure a positive client experience is at the forefront of all decisions, continuously seeking ways to improve this experience.
• Generate and process high-level escalation tickets for technical support, driving resolution among internal and external stakeholders.
• Manage ticket escalations and coordinate support across different departments within company.
• Identify fault trends, perform diagnostics, troubleshoot issues, and escalate as required.
• Monitor the phone system within the environment ensuring Support Techs are efficient and professional at all times.
• Provide clients with regular communication regarding the status of requests ensuring timely follow-up and satisfaction.
• Regular team and one-on-one meetings.
• Identify gaps for improvement and development.
• Ensure KPIs are met.

• Relevant qualification in Help-Desk advantageous
• Driver’s License
• Manage Engine Support Center Plus advantageous
• Strong understanding of IT hardware, software, and operating systems.
• Ability to identify and resolve complex technical issues.
• Good verbal and written communication skills.
• Strong client service skills and a commitment to providing excellent support.

• Email your comprehensive CV to .
• If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.
• We reserve the right to only conduct interviews with candidates of choice.
• Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.

We are seeking a skilled Level 2 Help Desk Specialist to resolve escalated technical issues, troubleshoot complex system errors, and deliver advanced IT support to ensure seamless operations. The role involves managing user accounts, maintaining system documentation, and collaborating with cross-functional teams to implement technical solutions. This position is critical for minimizing downtime, enhancing user productivity, and maintaining robust IT infrastructure performance.

1. Investigate and resolve escalated technical issues related to hardware, software, and network systems
2. Configure and troubleshoot user accounts, permissions, and access controls in Active Directory
3. Perform root cause analysis for recurring system errors and implement permanent resolutions
4. Install, configure, and update enterprise software applications and operating systems
5. Monitor system performance metrics and proactively address potential stability risks
6. Maintain detailed documentation of technical procedures, resolutions, and system configurations
7. Collaborate with Level 3 support and infrastructure teams to resolve complex technical challenges
8. Provide guidance to Level 1 support staff through knowledge-sharing and incident escalation protocols
9. Conduct periodic system audits to ensure compliance with security policies and best practices

1. Associate degree or diploma in Information Technology, Computer Science, Facilities Management, or related field
2. 1-2 years of experience in a technical support role, facilities assistant position, or relevant internship experience
3. Basic understanding of IT infrastructure components such as networks, servers, and workstations
4. Familiarity with software installation, troubleshooting, and updates
5. Ability to assist with hardware procurement, deployment, and maintenance tasks
6. Basic knowledge of security protocols and data backup procedures
7. Experience assisting with facilities maintenance tasks, including office space organization and equipment upkeep
8. Awareness of health and safety regulations in the workplace
9. Ability to support coordination of repairs, maintenance, and emergency response activities
10. Good communication skills, both verbal and written, with the ability to interact effectively with team members and end-users
11. Willingness to learn and assist with providing training and support to staff members on IT systems and procedures
12. Basic problem-solving skills, with the ability to diagnose and escalate technical issues as needed
13. Ability to follow established procedures and guidelines to make informed decisions under supervision
14. Developing organizational skills, with the ability to manage tasks and prioritize workload effectively
15. Willingness to learn and assist with maintaining accurate records, generating reports, and tracking documentation

• Datto RMM
• Fortinet
• Aruba
• Unifi
• ZKTeco
• Synology

Working Days : Monday - Friday

Working Location : Fully Remote Role

• Media Aid Plan
• Provident Fund

You will be an integral part of a foundational team in a company dedicated to achieving one of our most important strategic aims: the quality, accuracy, and speed of resolution of client queries. Providing an outstanding service requires not only great technical knowledge but adopting and building automations and integrations to create new operational efficiencies and scalable processes. This role will provide exposure to businesses across the globe, help you develop your analytical skills, and translate complex subject matter into an easily digestible way. A core part of our business is the operational team’s understanding of global HR and payroll-related technical matters. We offer our services in over 170 countries globally and this role entails becoming highly proficient in technical knowledge relating to labour relations, payroll, employment matters, HR support and overall problem solving across a number of different countries within which we operate. There is a significant commercial aspect to this role, with a key focus on communication with clients and their employees, which is critical to overall customer satisfaction.

You Will:

• Be responsible for all aspects relating to excellent client and employee technical support, including:
• Assuming full responsibility for client and employee issues and striving to exceed expectations in resolving them
• Engaging with internal stakeholders to ensure issues are resolved and that resolutions offered contribute towards the growth of our customer base
• Using a professional and client-centric approach in resolving client and employee issues to ensure a positive experience.
• Continuously engage with the platform and various other business changes and features to remain up to date with the product.
• Ensuring that all allocated tickets are given adequate attention and focus
• Handling multiple high-impact projects simultaneously in a fast-paced, rapidly changing environment.
• Any other task which may be required by the CEO, Managing Director, COO and Head of Customer Success in line with the company’s operational setup

You have:

• Preferable qualifications: PDM, PDBA grads, B Com Law/Accounting/Finance/Economics/equivalent, Engineering/equivalent
• Excellent high school and university results
• Comfortable with ambiguity and complexity
• Efficient, creative and a strong problem solver
• Outstanding communication and interpersonal skills
• High energy, positive attitude, self-starter
• Comfortable working under tight deadlines and pressure from end users
• Excellent ability to prioritize
• Strong organizational skills and attention to detail
• Affinity to technology (experience with Monday.com and Zendesk advantageous)
• Customer support experience advantageous

• Competitive packages: Earn a competitive market salary; plus, access to Employee Purchase schemes to the private company. We grow, you grow
• Generous Vacation Policy: We think time off is essential… and we encourage it!
• Hybrid Working: We offer you an autonomous environment to perform at your highest level; whether it’s in-office or remote.

• Better Than Yesterday- We embrace challenges, question the status quo, and dedicate ourselves to continuous progress. The ultimate goal is to be better today than yesterday, with a plan to become even better tomorrow
• One Playground - The Playground is our shared space to create, innovate and win, together. We are a global team with a global vision, breaking down barriers to work to a common goal.
• Impact Over Input- Making an impact is everyone's role. Each of us are not just responsible for our actions but for their outcomes.
• Obsession For Excellence- Excellence is earned. We aim to achieve the extraordinary, and in our pursuit, we are relentless. We set ourselves high standards and deliver through accuracy, expertise and the highest standards of service.
• We welcome applications from every background and believe diverse experiences and perspectives will make us stronger.

• Introductory Call- meet our Talent team to discuss the opportunity and establish a great mutual fit for the role
• Meet the Hiring Manager- a more in-depth exploration of your relevant experience and the skills you’ll bring to the challenge of the role
• Case Study and Presentation- a chance to showcase your capabilities and how you like to work
• Value Fit Interview- a final discussion with your future colleagues to align on expectations and set you up to succeed

Do you want to be part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answered yes, keep reading.

1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.

We hire amazing people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.

Learn more about our people brand by watching our culture videos:

The purpose of this position is to provide timely and effective assistance to customers by resolving issues and guiding users through product features. The role is focused on issue and request resolution and is key for customer satisfaction, retention, and product adoption.

• Respond to customer inquiries via various channels: chat, email, or phone
• Provide customer and product support and guidance
• Diagnose and troubleshoot issues
• Guide customers through product features and best practices
• Escalate complex issues to the appropriate teams
• Document customer interactions and feedback for continuous improvement
• Identify trends in customer inquiries to improve processes and proactively address common issues
• Collaborate with cross-functional teams to improve customer experience
• Assist with onboarding and training for new customers
• Contribute to knowledge articles, process documents, and FAQs
• Maintain Knowledge Base with solutions to common problems
• Track and manage support tickets
• Analyze customer data, common issues, bottlenecks, and areas of improvement
• Engage in proactive communication and customer engagement
• Strive to meet and exceed service levels to ensure high-quality service delivery
• Provide customers with clear, accurate, timely, data-driven, and actionable reports on their telecom environment

While we believe in the potential of others more than anything else, here are some minimum requirements to consider before applying:

• Relevant degree or diploma
• 1-2 years of experience in a customer support role, preferably in SaaS
• Strong problem-solving abilities and technical troubleshooting skills
• Ability to communicate technical concepts to non-technical users
• Experience working with CRM and ticketing systems

• Enjoy 20 leave days a year plus a "mulligan day" each quarter after meeting all your deliverables
• High-spec laptops and equipment for comfortable working
• A one-off home office allowance to set up your workspace
• Access to our Well-being program and Employee support services — we prioritize work/life balance for you and your family
• Grow your skills with paid Microsoft courses and certifications
• Take up a hobby and receive a training allowance every 2 years for personal development
• Participate in our Culture and Social Responsibility initiatives
• Free Gap cover

Do you want to be part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answered yes, keep reading.

1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.

We hire amazing people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.

Learn more about our people brand by watching our culture videos:

The purpose of this position is to provide timely and effective assistance to customers by resolving issues and guiding users through product features. The role is focused on issue and request resolution and is key for customer satisfaction, retention, and product adoption.

• Respond to customer inquiries via various channels: chat, email, or phone
• Provide customer and product support and guidance
• Diagnose and troubleshoot issues
• Guide customers through product features and best practices
• Escalate complex issues to the appropriate teams
• Document customer interactions and feedback for continuous improvement
• Identify trends in customer inquiries to improve processes and proactively address common issues
• Collaborate with cross-functional teams to improve customer experience
• Assist with onboarding and training for new customers
• Contribute to knowledge articles, process documents, and FAQs
• Maintain Knowledge Base with solutions to common problems
• Track and manage support tickets
• Analyze customer data, common issues, bottlenecks, and areas of improvement
• Engage in proactive communication and customer engagement
• Strive to meet and exceed service levels to ensure high-quality service delivery
• Provide customers with clear, accurate, timely, data-driven, and actionable reports on their telecom environment

While we believe in the potential of others more than anything else, here are some minimum requirements to consider before applying:

• Relevant degree or diploma
• 1-2 years of experience in a customer support role, preferably in SaaS
• Strong problem-solving abilities and technical troubleshooting skills
• Ability to communicate technical concepts to non-technical users
• Experience working with CRM and ticketing systems

• Enjoy 20 leave days a year plus a "mulligan day" each quarter after meeting all your deliverables
• High-spec laptops and equipment for comfortable working
• A one-off home office allowance to set up your workspace
• Access to our Well-being program and Employee support services — we prioritize work/life balance for you and your family
• Grow your skills with paid Microsoft courses and certifications
• Take up a hobby and receive a training allowance every 2 years for personal development
• Participate in our Culture and Social Responsibility initiatives
• Free Gap cover

JOB TITLE: Customer Support Manager

DEPARTMENT: Centre of Excellence

REPORTING TO: C entre of Excellence Director

REGION: South Africa

ADDITIONAL INFO : Travel within South Africa and sometimes MEA region will be required.

PURPOSE OF POSITION

To manage the performance of services & support to clients within South Africa and to ensure that Service Levels Agreements (SLAs) are achieved. To ensure that customer expectations are met or exceeded within the call centre and the help desk teams.

Responsible for ensuring the staff are meeting and exceeding defined metrics, and that standards and processes are followed to provide effective customer service and meet requirements.

Provide accurate revenue forecast and achieve revenue and profit targets.

KEY RESPONSIBILITIES

• Leadership & Management: Lead, mentor, and manage the Helpdesk and Call Center teams, ensuring high performance and professional development.
• Operational Oversight: Oversee daily operations of the support teams, ensuring adherence to company policies, procedures, and service level agreements (SLAs).
• Customer Service Excellence: Develop and implement strategies to enhance customer satisfaction and service quality.
• Performance Monitoring: Monitor and analyze team performance and contract metrics, providing regular reports and insights to senior management.
• Process Improvement: Identify and implement process improvements to increase efficiency and effectiveness of customer support operations.
• Collaboration: Work closely with other departments to ensure a cohesive approach to customer service and support.
• Training & Development: Train, coach and mentor the Team leaders including talent management and career development
• Issue Resolution: Handle escalated customer issues and ensure timely and effective resolution.
• Revenue Management: Develop and manage budgets, forecast revenue, and implement strategies to achieve financial targets.
• Partner Management: Establish and maintain relationships with key partners, ensuring alignment with business goals and effective collaboration.

Domain:

• Fuel dispenser; Automatic Tank Gauging; Forecourt controller; Automation; Electronic Payment; Point of Sale; Back Office; Head Office; software and hardware components.

DELEGATION OF AUTHORITY

• As per Board-approved DOA and as necessary for functions outside the DOA.

POSITION RELATIONSHIPS

Internal

• Operations Team
• Finance Team
• Technical Support
• Projects Management Team
• Engineering Team
• Procurement
• Warehouse

External

• Customers (existing & potential)
• Suppliers
• Distributors
• Industry Associations

MEASURES OF PERFORMANCE (INDICATORS)

Leading Indicators:

Efficiency

• Remote Fix Rate
• First Time Fix
• Aging Backlog

Lagging Indicators:

On Time Delivery

• 95% of agreed customer SLA’s

Finance

• Revenue and profit targets

Building Extraordinary Teams

• Retention
• Internal Fill Rate

PERSONAL QUALIFICATIONS & EXPERIENCE

Education/ achievements

• University degree or equivalent
• Bachelor’s in computer science or equivalent is preferred.

Experience/ Knowledge

• 15 years of experience in Customer Support (Hardware and Software solutions) with at least 5 years in a leadership role.
• Demonstrated ability to manage helpdesk and call center activities
• Demonstrated ability to manage customers and deliver services to the SLAs.
• Demonstrated ability to engage and drive 3rd parties contractors.
• Excellent written and verbal communications.
• Practical experience managing diverse teams operating in multiple geographies
• Problem-solving mindset, ability to work under pressure, and a commitment to continuous improvement.
• Experience working within the petroleum or related industry.

Specific Skills

• Technical acumen
• Stakeholder management
• Advanced Computer skills in Office suites
• Training & coaching
• Customer Orientated

Potential Skills

• Commercial Business Acumen
• Management of P&L

WHO IS GILBARCO VEEDER-ROOT

Gilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems.

WHO IS VONTIER

Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at .

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s enable the way the world moves!