Support Service Centre Agent

About the role

The Support Service Centre Agent provides high‑quality technical and customer support for Metacom’s clients and internal teams. The role focuses on investigating offline routers, WAN outages, and last‑mile connectivity failures across Fibre, LTE and Wireless links.

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 such as Openserve, Frogfoot, Octotel, MetroFibre.
• Log detailed tickets, maintain accurate documentation and monitor alerts.
• Escalate issues to Level 2/NOC when required.
• Provide professional updates to internal teams and clients.

Required profile

• Minimum 1 year experience in an ISP environment (non‑negotiable).
• Strong fault‑finding ability and excellent written and verbal communication skills.
• Ability to work shifts, handle high‑demand periods and multitask under pressure.

Required skills

• TCP/IP fundamentals.
• VPN connectivity.
• Basic routing concepts.
• Fibre and LTE technologies.
• Network monitoring platforms.
• Ticketing systems (e.g., Freshdesk, Jira).
• SNMP tools or basic CLI troubleshooting.
• CompTIA Network+ certification (preferred).