Channel Support Agent - Tier 2

Overview

Applications are invited for the Channel Support Agent - Tier 2 position. This position will have remote work flexibility, reporting to the Channel Support Team Leader.

Purpose

The Channel Support Agent – Tier 2 will assist channel clients with escalations via telephone, WhatsApp and e-mail / tickets with internet connectivity issues (WAN side and customer side / Layer 2 and Layer 3 services) as well as provide support on network-related queries on Mikrotik, Cambium and Ubiquiti hardware and conducts advanced troubleshooting with clients to determine root cause of faults.

Responsibilities

• Provides support via telephone, WhatsApp and e-mail / tickets.
• Resolve all faults presented in accordance with the specified Support SLA timelines.
• Determine nature of faults and the steps required to rectify it permanently.
• Provide advanced troubleshooting on customer-side faults.
• Escalate complex queries to Team Leader or Operations Support Manager.
• Assist Field Technicians remotely with troubleshooting, config & service credentials.
• Monitor client services via Zabbix.
• Log line or link faults with the appropriate department.
• Ensure that all Tier 2 tickets are updated as per SLA and clients have the latest feedback.
• Utilize and contribute to internal technical documentation and knowledgebase.
• Setup, configuration and testing of Layer 2 services on NNIs.
• Engage, process and coordinate call-outs required within branches.
• Work in shifts to provide 24 / 7 support service as per the Channel Support SLA.

Key Outputs

Experience and Skills

Work Experience and Competency Requirements :

Qualifications

Application Details

Applications to be sent to : If interested and meet all requirements, please submit your CV with contactable references.

Applications to be submitted by no later than close of business on Friday, 12 September 2025.

Notes

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