Talent.com
The Talent Room
IT Business Support Specialist CT - May 2026The Talent Room • Cape Town, South Africa
IT Business Support Specialist CT - May 2026

IT Business Support Specialist CT - May 2026

The Talent Room • Cape Town, South Africa
5 days ago
Job description
The IT Business Support Specialist plays a key role in delivering advanced technical assistance and ensuring a high standard of customer satisfaction. This role focuses on providing in-depth troubleshooting, supporting complex customer setups, and driving first-time resolution of support requests.

The specialist will be responsible for handling escalated technical issues that require strong expertise in networking and routing, applying their knowledge to resolve problems efficiently and effectively. With a minimum of 3 years experience in a networking environment, the Business Support Specialist is expected to demonstrate advanced technical proficiency, excellent problem-solving skills, and the ability to work collaboratively with both customers and internal teams.

Key Responsibility Areas:
  • Provide advanced troubleshooting and resolution for complex technical issues.
  • Support advanced customer setups, including networking and routing configurations.
  • Strive for first time resolution of support tickets to improve customer experience and reduce repeat escalations.
  • Act as an escalation point for frontline support teams, offering guidance and expertise.
  • Collaborate with internal teams to identify, escalate, and resolve systemic issues.
  • Document troubleshooting steps, solutions, and best practices for internal knowledge sharing.
  • Contribute to process improvements that enhance support efficiency and service delivery.
  • Fault Diagnosis and Troubleshooting.
  • Remote support via Any Desk to customers.
  • Ticket Management and Escalation.
  • Customer Interaction and Communication.
  • Call Handling and Triage.
  • Timely Client Feedback.
  • Communicate directly with VIP clients via WhatsApp, providing timely updates, personalized support, and proactive notifications for known issues.
  • Identify recurring issues and log them for problem management or system improvement.
  • Collaborate with CNOC or Core Engineering teams on complex fault investigations.
  • Follow escalation matrix and maintain documentation of escalated cases for audit purposes.
  • Stay up to date with product changes, network upgrades, and new troubleshooting methods.
  • Ensure all actions and communications comply with company policies, SLA's and privacy regulations (e.g. POPIA or GDPR if relevant).
  • Maintain proficiency in the use of support tools including ticketing platforms, diagnostic portals and remote access tools.
Key Outputs:
  • Resolve customer queries within SLA.
  • Customer Satisfaction Score: 90% or higher.
  • Call/Email Answer Rate: 95% or higher.
  • Record all support interactions and solutions in the ticketing system (Q-Contact) in a timely and accurate manner.
  • Contribute to knowledge base articles by documenting common fixes an troubleshooting steps.
  • Achieve 100% ticket resolution within 24 hours to meet customer service targets.
  • Maintain a first-time resolution rate by reducing support queries.
  • Contribute to the achievement of team KPI's by delivering timely, high quality support.
Requirements:
  • Grade 12 is required.
  • MikroTik Certification (essential).
  • Experience in ISP, telecommunications, or enterprise networking environments.
  • Voice and PABX experience, including Advanced configuration, troubleshooting, and support of telephony systems.
  • Working knowledge of PortaOne platform (advantageous).
  • Strong knowledge of TCP/IP, routing protocols, VPNs, and network security principles.
  • Proven ability to troubleshoot and resolve complex networking issues.
  • Experience working in customer support or technical escalation roles.
  • Excellent communication skills with the ability to explain technical concepts clearly.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • At least 3 Years experience working in a networking environment.
  • Experience with other vendor technologies (e.g., Huawei, Ubiquiti, Fortinet).
  • Strong understanding of fibre networks and wireless RF technologies.
Please note only candidates that meet the minimum requirements will be considered.

Please follow our website and social media channels to be the first to know when our clients have new vacancies!

Create a job alert for this search

IT Business Support Specialist CT - May 2026 • Cape Town, South Africa

Similar jobs

PLATFORM SPECIALIST III

HR OptionsCape Town, City of Cape Town, South Africa
Quick Apply

Our client with a national footprint requires the duties of a Platform Specialist.Bachelor’s degree in Business Management, Investment Management, or a related field.Experience in client serv... Show more

IT Business Applications Manager (Perm)

BiovacCape Town, Western Cape, South Africa
Quick Apply

Africa, with our core purpose being to "protect life".We are looking to hire a dynamic, passionate, confident, proactive and meticulous.Bachelors degree in information technology, Computer Science,... Show more

UAT Specialist (APIâFocused | Agile Delivery)

Communicate RecruitmentCape Town, ZA

My client operates in a complex, high‑transaction technology environment and is seeking a UAT Specialist who thrives in Agile teams and enjoys validating systems end‑to‑end.This role sits at ... Show more

 • Promoted

IT Professional (Level 1)

Solid SystemsCape Town, WC, za
Quick Apply

Hiring – IT Professional (Level 1).Are you the kind of person who loves helping others, figuring things out, and getting technology to.Are you early in your IT career and looking for a place where ... Show more

Lead Business Analyst

Juru HoldingsCape Town, ZA

Leads the translation of business and finance requirements into high-quality functional solutions, with a focus on the HFM application stack.Ensures alignment between finance, IT, and data processe... Show more

 • Promoted

Information Technology Governance Specialist

Optimal Growth TechnologiesCape Town, Western Cape, South Africa
Quick Apply

Job Title: Information Technology Governance Specialist.The Technology Governance Specialist plays a crucial role in ensuring that technology operations, processes, and controls are reliable, compl... Show more

IAM Specialist (Cape Town – Office Based)

Media24 LtdCape Town, ZA

This role ensures secure, compliant, and efficient access to systems while supporting digital transformation initiatives.Design and enforce role-based and attribute-based access control models.Mana... Show more

 • Promoted

Technical Business Analyst

Cape Union MartCape Town, ZA

The Technical Business Analyst will play a critical role in bridging the gap between business needs and technical solutions within the IT Division.This individual will collaborate with various stak... Show more

 • Promoted

IT Support Specialist | Cape Town

Datafin IT RecruitmentCape Town, Western Cape, ZA

ENVIRONMENT: A manufacture and distributor a wide range of specialised ingredients is looking for an IT Support Specialist who will be assisting the IT Manager.The role focuses on maintaining and ... Show more

 • Promoted

Senior Intune Specialist

Optimal Growth TechnologiesCape Town, Western Cape, South Africa
Quick Apply

We are seeking a highly skilled and proactive Senior Intune Specialist / System Administrator to lead the design, deployment, administration, and optimization of Microsoft endpoint management and e... Show more

IT Business Support Specialist CT - May 2026

The Talent RoomCape Town, Western Cape, ZA

The IT Business Support Specialist plays a key role in delivering advanced technical assistance and ensuring a high standard of customer satisfaction.This role focuses on providing in-depth trouble... Show more

 • Promoted

Systems Business Analyst

Salt South AfricaCape Town, ZA

Looking to kick-start your Business Analyst career in an environment where you’ll actually learn, grow, and make an impact?.This is a great opportunity to join a well-established retail business wh... Show more

 • Promoted

Senior IT Project Manager (CPT)

Datafin RecruitmentCape Town, ZA

A highly analytical & solutions-driven Senior IT Project Manager with 6 years’ experience in an Enterprise IT environment is wanted by a dynamic Education Specialist to join its team.You will b... Show more

 • Promoted

Business Analyst

CyberSentriqCape Town, Western Cape, ZA
Quick Apply

CyberSentriq is building something genuinely new: an AI-ready cybersecurity ecosystem for the MSP channel.We're scaling fast, and the way we work is evolving just as quickly.This Business... Show more

IT Technician

Persona StaffCape Town, ZA

Requirements: - 2 - 4 years working experience.Clear understanding of office 2010/2013/2016 installation, support and maintenance is required for Windows.Office 365 Setup and configure.Good unders... Show more

 • Promoted

IT Infrastructure Specialist

Salt South AfricaCape Town, ZA

Yes, you read that right – Sundays to Thursdays.Because while the rest of the world is sleeping in on a Monday, you’ll already be two coffee cups deep into keeping a bank’s infrastructure humming a... Show more

 • Promoted

Business Intelligence Support Analyst

Cape Union MartCape Town, ZA

We are looking for a detail‑oriented and technically capable Business Intelligence Support Analyst to join our Business Intelligence team.In this role, you will act as a key liaison between the BI ... Show more

 • Promoted

Customer Support Specialist

QuickTeamCape Town, Western Cape, ZA
Remote
Quick Apply

Our client installs and maintains EV charging stations for commercial properties.Beyond installation, ongoing monitoring, troubleshooting, and coordination are key to keeping chargers running smoot... Show more

Business Analyst

Network RecruitmentCape Town, ZA

Company and Job Description: Join a fast‑paced, data‑focused environment where your insights directly influence sales, marketing, and operational performance.This role offers the opportunity to... Show more

 • Promoted

Remote IT Support Engineer - L2/L3 MSP, US Hours

Kontak RecruitmentCape Town, ZA
Remote

A Managed Services Provider seeks a T2-T3 IT Support Engineer to work remotely from South Africa.This role involves handling complex escalations, resolving issues within Microsoft 365 and networkin... Show more