First point of technical contact for customers — diagnose, restore service and protect customer confidence with disciplined follow-through.
Ezulwini, Eswatini Full-time · shift roster Reports to Support Manager
Role purpose
To serve as the first point of technical contact for customers, diagnose connectivity and service issues, restore service where possible and escalate faults with clear evidence. The role protects customer confidence through timely communication, accurate ticket ownership and disciplined follow-through.
Key responsibilities
Receive and log support requests through telephone, email, messaging and the approved ticketing platform.
Verify customer details, service status, affected equipment, symptoms and business impact before troubleshooting.
Perform first-line diagnosis of internet connectivity and related solutions.
Guide customers through safe, clear troubleshooting steps and confirm service restoration before closing tickets.
Provide proactive and professional status updates during outages or extended investigations.
Follow incident, escalation, SLA, change-control and customer-verification procedures.
Maintain accurate shift handovers and follow open cases through to confirmed resolution.
Support basic remote provisioning or configuration activities when trained and authorised.
Protect customer credentials, network information and company systems from unauthorised disclosure or access.
Minimum requirements
Certificate, diploma or degree in Information Technology, Computer Networking, Telecommunications or a related field.
Practical understanding of IP addressing, DHCP, DNS, LAN/WLAN concepts, routers and internet connectivity.
Ability to communicate technical steps clearly to non-technical customers.
Strong problem-solving, listening, note-taking and customer-service skills.
Computer literacy and confidence working with multiple web-based systems.
Willingness and ability to work on a shift, weekend or after-hours support roster.
Preferred / added advantages
One or more years of help-desk, ISP, NOC, call-centre or desktop-support experience; strong entry-level candidates may also be considered.
CompTIA Network+, MikroTik MTCNA, Cisco CCNA or similar networking certification.
Exposure to PPPoE, RADIUS, MikroTik, fibre ONTs, wireless CPE and VoIP.
Experience using ticketing platforms and network monitoring tools.
What we offer
Hands-on experience with enterprise-grade ISP infrastructure and industry-standard tools.
Clear progression into NOC, field engineering or network engineering roles.
Shift allowance and structured on-call framework.
How to apply
Email your cover letter, curriculum vitae, copies of qualifications and contact details for at least two referees to recruitment@flexinetworks.co.sz — or use the form on this page.