First Level Support Agent

Job summary:

This position is responsible for supporting and assisting existing customers as well as other team members in-country and globally in handling basic tasks and entry-level tasks related to maintenance ensuring all tickets and customer outages are resolved in a timely manner. This position is assigned for Engineers at entry-level to the organization of handling small scale complexity tasks and requires assistance from other Engineers in fault diagnosis, troubleshooting, fixes, or installations. The employee shall have proven records of quality work with no mistakes, ability to work independently, initiative-taking shall be apparent in a consistent manner with proven records of achieving outstanding results

Roles and responsibilities:

  • Outage vetting – initiating of critical outage situations
  • Manage VPN, DNS and Firewall instances for clients
  • Provide support for change management activities
  • Implement, or assist with the implementation of changes to network infrastructure
  • Severity 1, 2, and 3 outage notifications/updates/resolutions
  • Monitoring all our network infrastructure in real-time
  • Maintain ongoing communication with customers, keeping them up to date with the progress of their tickets and open cases
  • Serve as a liaison between other support teams and the customer as required by working collaboratively across all leadership levels
  • Provide support to the Network Operations Manager in the management of outages as needed, providing communications to small and large-scale user groups.
  • Be proactive and ensure constant follow up involving other team members if required to ensure resolution
  • Ability to embrace and support new technologies
  • Keep Knowledge Base(s) up to date


  • Previous experience working in a Network Operations Centre or customer support for an ISP company monitoring large scale LAN/WAN infrastructure and providing support response to failures
  • Experience providing administrative and troubleshooting support in the areas of Network Infrastructure, fibre and Microwave
  • Working knowledge of monitoring systems and related technologies. Experience of PRTG a plus
  • Able to communicate technical matters to technical and non-technical audiences
  • Flexibility to work evening, weekend, and overnight shift
  • Must be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements
  • Ability to provide Total Call Ownership to include handling irate customers, escalating issues as appropriate and providing the necessary follow up before incidents are closed
  • Ability to define & document IT support procedures as required
  • Ability to maintain focus in a high-pressure environment
  • BSc. in Computer, Telecom Engineering or related
  • 1-2 years’ experience in Engineering, ISP, or Telecom Maintenance Role.
  • Written English and verbal communication skills and a friendly disposition are a plus
  • Cisco certification is a plus
  • Mikrotik certification is a plus

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