It Support Agent

It Support Agent

Job Description The Tele-Maintenance Coordinator plays a vital role in ensuring the seamless operation of the WiFi company's products and services.
This position is responsible for providing expert online product support to both technicians and customers, addressing challenges related to in-field routers and the free wifi content platform.
The Tele-Maintenance Coordinator will also contribute to the improvement of uptime by efficiently managing the offline router list through timely maintenance.
Additionally, this role involves analysing reported router issues, promptly alerting management and relevant teams about anomalies,





and providing essential administrative support to the installation team to streamline administrative processes for every installation.
Duties and Responsibilities Create assignments for technicians to repair offline routers.
Arrange maintenance appointments to repair the offline or problematic routers.
Engage with the audience to provide product support and gather information for improvement purposes.
The troubleshooting and consolidation of meaningful data that is useful in refining pre-existing maintenance and monitoring methods.
Investigate all reported issues to identify the trends and report them to management.
Enforcing and monitoring of the preventative maintenance methodologies and schedules.
Assist with the training and upskilling of maintenance teams and individuals in performing routine repairs.
Compile the maintenance performance for each province and present feedback on OPS weekly meeting.
Key Performance Areas Maintenance assignments creation within the required MTTR (mean-time-to-repair).






Telephony productivity to reach the tele-maintenance target.
Trend identification and feedback to improve our strategies.
Embodying the brand and ethos within all areas of ones role

▶️ It Support Agent
🖊️ Capital Recruit
📍 Johannesburg