Are you a tech-savvy problem solver who loves helping people? We’re looking for a Tech Ninja to join our Customer Support team. Someone who’s obsessed with great service and brilliant at getting to the root of technical issues. 

You’ll be the link between first-line support and our Network Operations team, handling escalations, running diagnostics, assisting channel partners, and making sure our customers stay connected and happy. 

The Role 

As a second-line support expert, you’ll step in when issues go beyond the frontline team. You’ll troubleshoot broadband and connectivity problems, offer support to first-line agents, and work alongside our Network Operations team. Your focus? Fast, effective resolutions and excellent customer experiences. 

Key Responsibilities 

• Take over more complex tech issues from our first-line support team 

• Troubleshoot broadband, router, Wi-Fi, device and connection faults to resolution 

• Manage customer interactions via telephone, ticketing, WhatsApp, and other channels 

• Run diagnostics and log clear, complete notes 

• Escalate only when needed —after all checks are done 

• Clearly understand and follow correct escalation paths 

• Support and guide first-line agents, provide insights to management for coaching and training purposes 

• Support business-to-business customers from the point of order to post installation 

• Flag recurring issues and suggest improvements 

• Keep the customer at the centre of everything you do 

• Operate in a 25/7/365 environment based on a monthly roster 

What You Bring 

• 2+ years in tech support, second-line, NOC, network ops, team leader role, or similar 

• Experience working at an Internet Service Provider 

• Solid understanding of broadband, routers & networking basics 

• Customer-first mindset and great communication skills 

• Confident using ticketing tools and troubleshooting platforms 

• Calm, curious, and great at problem-solving 

• Strong team working skills and the ability to work remotely whilst being a team player 

• Ability to schedule and accomplish desired results in an effective and timely manner 

• Excellent time management 

• Possess strong verbal and written communication skills  

• Detail oriented with good organisation skills 

• Self-motivated and driven by the desire to succeed 

• Understanding of telecommunications and networking 

• Experience using the Microsoft Suite (Outlook, Calendar, Excel etc.) 

Tech & Tools 

• Comfortable working remotely with your own reliable laptop and strong fibre broadband internet connection (monthly WFH and connectivity allowance provided). 

• This role may be a 24/7 365-day work environment  

• Highly computer literate and experienced with support tools (ticketing, chat, diagnostics, network management systems) 

• Although this is a remote role, we would like you to meet with the other members of the Customer Experience and Support team for team meetings and training; therefore, you will be based in or around Johannesburg. 

Please note this a FTC for 3-months with the possibility of becoming permanent. 

Why join brsk? 

• Be part of a dynamic, customer-obsessed team. 

• Make a real impact in a fast-growing tech company. 

Ready to put your technical skills to the test and keep our customers at the heart of everything you do? 
Apply now and help us keep our customers connected and smiling.