Are you a team player with passion and drive, adding a solution-orientated and positive mindset – then consider Metacom as an employer of choice.
Want to join our team? Send through a well thought out motivational letter along with your summary CV and we will take your submission into account when looking for suitable candidates, who will make an impact in delivering “The Metacom Way”.
- Freedom with responsiblity
- Innovation with focus
- Entrepreneurialism with rigour
- Teamwork and respect
Support Service Centre Agent
The Support Service Centre Agent is responsible for providing high-quality technical and customer support to Metacom’s clients and internal teams. This role focuses on investigating offline routers, WAN outages, and last-mile connectivity failures (Fibre, LTE, Wireless). With prior ISP experience and understanding the urgency and structure of a fast-paced network operations environment. The agent serves as the first point of contact for client queries, delivering prompt resolutions and exceptional service aligned with company standards and service-level agreements (SLAs).
Key Responsibilities:
- Investigate and troubleshoot offline routers and connectivity outages
- Diagnose last-mile link failures (Fibre, LTE, Wireless, Fixed-LTE)
- Perform first-line VPN and routing checks
- Liaise with Last Mile Providers (Openserve, Frogfoot, Octotel, MetroFibre, etc.)
- Log detailed tickets and maintain accurate documentation
- Monitor alerts and proactively identify potential service impact
- Escalate appropriately to Level 2 / NOC when required
- Provide professional updates to internal teams and clients
Qualifications and Experience:
- Minimum 1 year experience in an ISP environment (non-negotiable)
- Proven experience troubleshooting routers and WAN links
- Solid understanding of:
- TCP/IP fundamentals
- VPN connectivity
- Basic routing concepts
- Fibre and LTE technologies
- Strong fault-finding ability
- Excellent written and verbal communication skills
Preferred Qualifications:
- CompTIA Network+ Certification
- Experience with network monitoring platforms
- Familiarity with ticketing systems (Freshdesk, Jira, etc.)
- Exposure to SNMP tools or basic CLI troubleshooting
Key Skills and Competencies:
- Strong communication and interpersonal skills.
- Excellent analytical and troubleshooting abilities.
- Proficiency in Microsoft Office and CRM/ticketing systems.
- Ability to multitask, prioritize, and work under pressure.
- Customer-focused mindset with a commitment to service excellence.
- Team-oriented with a proactive and positive attitude.
Additional Information:
- Agents may be required to perform additional duties during high-demand periods, leave cover, or month-end activities.
- Agents will be required to work shifts.
- This role requires flexibility, attention to detail, and a commitment to continuous improvement in a fast-paced technical environment.
Should you meet the above requirements, forward a detailed CV with contactable references to careers@metacom.net
Metacom offers a highly rewarding role with substantial growth opportunities, as well as exciting benefits - Pension, Group Life Cover, Medical Aid and more.
