Support Representative (Technical / Escalation & Field Coordination)

About the role

We are looking for a Support Representative to join our team in Durban. You will own escalated tickets from Tier 1, perform advanced troubleshooting, and coordinate with clients and field technicians to ensure rapid resolution.

Key responsibilities

• Receive escalated tickets, investigate network‑level issues and drive them to resolution.
• Monitor device status using CMS and Arcus, track offline devices and follow the Network Fault Methodology.
• Coordinate on‑site with clients and schedule field technicians or contractors for site visits.
• Prepare quotations via Dear (or equivalent) and manage hardware replacement processes.
• Monitor overall health of assigned client networks, identify risk areas and report bottlenecks.
• Review Microsoft Planner daily, ensure maintenance jobs are correctly linked to Manage Engine tickets and upload supporting documentation.
• Participate in operational meetings and maintain detailed interaction notes for every ticket.

Required profile

• Proven ability to handle advanced troubleshooting and escalated ticket ownership.
• Experience coordinating with clients, field technicians and contractors.
• Strong documentation skills with attention to detail.
• Ability to work on‑site and manage multiple priorities in a fast‑paced environment.

Required skills

• CMS monitoring
• Arcus monitoring
• Microsoft Planner
• Manage Engine ticketing system
• Dear quoting platform (or equivalent)
• Network Fault Methodology