ROLE PURPOSE/FUNCTION

The Technical Officer provides first- and second-line technical support to Vodacom Business customers by assisting with incident logging, basic troubleshooting, ticket management, and customer communication across selected products and services.
The role focuses on developing technical capability, delivering reliable customer support, and escalating issues appropriately, while working under guidance and within defined operational procedures.

ROLE REQUIREMENT

1. Incident and Ticket Management

• Log, update, and manage service tickets accurately in the relevant systems.
• Acknowledge assigned tickets within agreed timelines.
• Perform initial troubleshooting and diagnostics using standard procedures and knowledge articles.
• Escalate unresolved or complex issues to senior support teams with clear notes and findings.
• Provide customers with regular status updates as guided by SLAs and team leads.
• Ensure proper shift handover to minimise unattended tickets.

2. Customer Support

• Provide professional and courteous support to customers via phone and written communication.
• Support customers on basic connectivity and service-related queries, including:
• WAN services (MPLS, VPN, SD-WAN – exposure level).
• Access technologies such as Fibre, LTE/3G, Microwave, and legacy services (basic support).
• Follow escalation and priority-handling instructions from senior team members.
• Adhere to customer service standards and service-level commitments.

3. Operational Support

• Assist with daily ticket reviews and open-case follow-ups.
• Capture accurate information to support fault resolution and reporting.
• Perform basic quality checks on ticket updates and documentation.
• Liaise with internal teams (e.g. Assurance, Field Operations, SOC) as directed.
• Identify recurring issues and flag them to senior team members or Problem Management

4. Learning, Teamwork, and Development

• Work closely with senior Technical Officers and specialists to build technical skills.
• Participate in knowledge-sharing sessions, training, and coaching.
• Document learnings, resolutions, and customer interactions clearly.
• Demonstrate willingness to learn new technologies and systems.
• Support team collaboration and contribute positively to the service environment.

Technical and professional qualifications

• Matric (essential).
• National Diploma or Certificate in IT, Networking, or a related field (advantageous but not essential).

Certifications:

• CCNA (or currently studying towards) – advantageous.
• CCNP (advantageous).
• ITIL Foundations (advantageous).

Skills and Competencies

• Basic troubleshooting and analytical skills.
• Strong communication skills (verbal and written).
• Good attention to detail and record-keeping.
• Ability to follow processes and escalation paths.
• Customer-focused mindset.
• Willingness to learn and grow within a technical support role.