Technical Support Agent

About the role

Our client, a leading UK‑based telecom and IT company, is looking for a Technical Support Agent to join its Cape Town office. You will deliver remote, telephone‑based support to UK customers, focusing on cloud and onsite phone systems, broadband and Wi‑Fi issues.

Key responsibilities

• Provide professional technical support via inbound calls, emails and live chat.
• Troubleshoot and resolve issues with cloud/on‑site phone systems (IPPBX/VoIP), including IP Voice, Bicom, IPECS and 3CX.
• Support hardware such as Yealink handsets, DECT devices and headsets.
• Diagnose internet connectivity problems for broadband, mobile broadband and Ethernet leased lines.
• Maintain and troubleshoot network equipment including routers, switches and Wi‑Fi.
• Assist with email, mobile device and basic IT issues.
• Own fault tickets from initial contact to resolution, updating customers and logging progress.
• Escalate out‑of‑SLA faults to suppliers and ensure timely resolution.
• Participate in remote training for new products and manage outage situations.

Required profile

• Matric (Grade 12) qualification; relevant certifications or diploma advantageous.
• Strong telephone‑based customer support experience with excellent communication skills.
• Proven troubleshooting ability in VoIP phone systems, internet connectivity and LAN/network support.
• Experience with 3CX or Yeastar platforms.
• Willingness to work shifts aligned with UK business hours, including weekends.

Required skills

• IPPBX/VoIP and cloud phone system troubleshooting
• 3CX and Yeastar platforms
• Yealink handsets, DECT devices, headsets
• Broadband, mobile broadband and Ethernet leased line support
• Routers, switches and Wi‑Fi networking
• Email and mobile device support
• Basic IT troubleshooting

What we offer

• Lucrative salary package, commensurate with experience and qualifications.
• Full‑time permanent position in a fast‑paced support environment.