NCANAZANA FLORAH SIBEKO
Randburg
Summary
Technical Support Engineer supporting telecom and IT customers with first-time resolution for internet, email, website hosting and VoIP issues. Handles ticket logging, fault escalation, service activation and customer progress updates with clear communication and steady troubleshooting across fibre, ADSL and fixed wireless services.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Technical Support Engineer
Afrihost (Pty) Ltd
04.2024 - Current
- Provide first-time resolution for customer technical queries.
- Troubleshoot internet connectivity across fibre, ADSL and fixed wireless (LTE) services from different providers.
- Resolve email, web-hosting, website and VoIP-related issues.
- Configure and activate internet services.
- Log, respond to and resolve support tickets; escalate cases when required.
- Log faults and provide customers with progress updates.
Technical Support Engineer
Startek / Aegis
01.2020 - 10.2023
- Provide first-time resolution for customer technical queries.
- Troubleshoot fibre, ADSL and fixed wireless (LTE) connectivity issues.
- Support email, website-hosting and VoIP services, including configuration.
- Assist with internet service activation.
- Escalate tickets, log faults and communicate fault progress to customers.
Computer Hardware Suport
Incredible Connection
Durban
03.2018 - 11.2019
- Install and configuring software
- updating Software application
- Setting up computer systems
- Troubleshooting technical issues and networking Resolving computer problems
- Solving network issues Ensures security
- provide client service Remote Troubleshooting
Customer Support Agent
Ison Xperiences (Pty) Ltd
07.2016 - 05.2017
- Creating new client profile
- Activating DSTV Channels/Packages
- Troubleshooting dstv error messages
- Package change /downgrade and upgrade
- Assigning Technicians for installation , Logging faults and Provides fault progress
Education
MCSA and MCSE Training -
Broadband College
Durban, South Africa05-2017
National Diploma - Information Technology
Mangosuthu University of Technology
Durban, South Africa05-2016
Skills
- Call logging and follow up of outstanding calls
- Critical thinking
- Conflict resolution and active listening
- Salesforce, CRM systems and Basic Computer Literacy
- Fibre, ADSL and fixed wireless (LTE) support
- Help desk and service desk support
- Computer hardware, software and networking
- Customer service and complaint handling
- Microsoft Office: Word and Excel
- Teamwork, collaboration and problem solving
Certification
- MCSA — Windows Server 2012 (as listed on the source CV)
- MCSE
REFERENCES
- Eric, Sidumo, Team Leader - eric.s@afrihost.com 073 412 1601 Afrihost
- Masibonge, Buthelezi - Team Leader 072 418 9421 Startek/ Agies
- Mpume Maziya - Supervior 073 270 4894 Incredible Connection
- Nsizwa, Njiki, Team Leader 078 716 7458 Ison Xperiences
Timeline
Technical Support Engineer
Afrihost (Pty) Ltd
04.2024 - Current
Technical Support Engineer
Startek / Aegis
01.2020 - 10.2023
Computer Hardware Suport
Incredible Connection
03.2018 - 11.2019
Customer Support Agent
Ison Xperiences (Pty) Ltd
07.2016 - 05.2017
MCSA and MCSE Training -
Broadband College
National Diploma - Information Technology
Mangosuthu University of Technology