Nexio
Nexio specializes in providing comprehensive IT and network solutions to facilitate digital transformation.
| Location | Midrand |
|---|---|
| Job Type | Permanent |
| Salary | Market Related |
| Closing Date | 26 September 2025 |
| Reference | 146450 |
Job Responsibilities
- Manage incidents from start to finish, ensuring quick and accurate resolutions.
- Acknowledge and act on tickets within 15 minutes.
- Provide timely updates to customers until incidents are resolved.
- Aim for first-call resolution within 30 minutes when possible.
- Deliver clear Reason for Outage (RFO) reports to clients.
- Support Express Group: Customer Desk clients with WAN solutions, access mediums, and connectivity technologies.
- Provide professional service via phone and email, managing escalations effectively.
- Conduct quality checks on support activities and analyze daily reports.
- Collaborate with SOC teams for provisioning, testing, and root cause analysis.
- Identify and implement process improvements.
- Work with cross-functional teams to resolve issues and document findings.
- Stay updated with emerging technologies.
Qualifications and Requirements
- Matric (minimum requirement).
- National Diploma/Degree in IT or a related field.
- 3+ years of experience in customer service within a technical environment.
- 3+ years of experience in 2nd-line support, particularly in broadband.
- Certifications: CCNA (required), CCNP (advantageous), ITIL Foundations (advantageous).
- Strong troubleshooting, communication, and problem-solving skills.
- Proven ability to take ownership of customer issues.
How to Apply and Deadline
Please submit your application by the closing date of 26 September 2025.