Tier 2 - IT Technician, Technical Customer Service Expert and Desktop Support Specialist Based in Cape Town, Brackenfell, Northpine.

• Provided exceptional customer service and expert knowledge of Sage software products, built up through our Grad-Bay journey and with the support of our award- winning training team.
• Provided guidance to customers on the best product solution for them, helping their business to thrive.
• Troubleshooting technical issues, Diagnosing and repairing sage cloud based software faults.
• Setting up new user accounts for and profiles, and deal with any password issues.
• Rapidly established a good working relationship with Sage users and customers, including Sage software developers.

• Spearheaded end-to-end ICT infrastructure projects for SMEs and NGOs, specializing in Microsoft 365 migrations, LAN/WAN setup, and firewall deployments.
• Delivered Tier 2/3 support across Windows, macOS, and Linux environments, reducing downtime by 40%.
• Provided hands-on supervision to junior technicians; trained 8+ staff in network diagnostics and security best practices.
• Implemented remote support protocols using tools such as AnyDesk and TeamViewer, increasing SLA response time by 60%.
• Led ICT audits, asset management, and server maintenance across 10+ client locations.

• Provided day-to-day IT support across classrooms and admin offices, maintaining networks, printers, projectors, and student/staff devices.
• Delivered hands-on technical assistance for EdTech tools including smartboards, LMS platforms (e.g., Google Classroom), and assessment software.
• Diagnosed and resolved hardware/software issues on Windows PCs and tablets, ensuring minimal disruption to teaching and learning.
• Trained educators and learners on digital literacy, safe internet usage, and effective use of education-focused applications.
• Managed ICT inventory, conducted audits, and supported the implementation of cybersecurity protocols and data access control.

• Provided first-line technical support for Fibre To The Home (FTTH) clients; resolved high volumes of connectivity and router setup issues.
• Diagnosed WAN and LAN faults using remote tools and supported clients on modem configurations and fibre troubleshooting.
• Escalated network issues to NOC and Tier 2 teams while ensuring consistent client communication.

• Delivered remote IT support across time zones for SaaS clients in healthcare and e-commerce sectors.
• Resolved over 50+ tickets weekly using Zendesk and HubSpot CRM; achieved 95%+ CSAT score consistently.
• Diagnosed and resolved network latency, DNS failures, and system compatibility issues via remote diagnostics.
• Played a key role in onboarding new clients with knowledge base documentation and training material creation.

• Delivered technical customer care for fibre, LTE, and broadband products, resolving service and billing-related queries.
• Managed incidents in CRM and support portals, coordinating with field teams to ensure resolution within SLA.
• Trained in BGP routing, core network insights, and Tier 1 ISP infrastructure.

• Delivered frontline technical onboarding and support for MTN MoMo mobile money platform (app & USSD) across Android and feature phone devices.
• Provided SIM provisioning and mobile connectivity troubleshooting, resolving device setup, data configuration, and activation issues on-site.
• Trained merchants and end-users on MoMo wallet functionality, digital transactions, PIN management, and mobile security best practices.
• Installed and supported POS terminals for MoMo agents, guiding users on device usage, transaction logs, and error resolution.

• Cultivated partnerships for improved communication and business opportunities.
• Analyzed customer needs to recommend products.
• Fostered positive business relationships with key decision-makers.
• Contributed to company growth by driving sales, enhancing customer satisfaction, and strengthening relationships.
• Ensured seamless customer experience by resolving technical challenges and empowering clients.

• Engaged proactively with diverse customer segments; conducted thorough needs analysis by asking probing questions; and presented tailored product recommendations and demonstrations of features and benefits.
• Consistently exceeded sales targets by effectively matching customer requirements with appropriate consumer electronics, leading to increased customer satisfaction and loyalty.