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📍 Location: Midrand | 💼 Permanent | 💰 Salary: Market Related
📅 Closing Date: 26 September 2025 | Ref: 146450


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About Nexio

At Nexio, we power digital transformation by delivering seamless IT and network solutions. We’re looking for a Technical Officer who thrives on solving complex problems, managing incidents with precision, and providing world-class customer support. If you’re passionate about connectivity, troubleshooting, and keeping businesses online, this role is for you.


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What You’ll Do

🔹 Incident & Ticket Management

Own incidents end-to-end, ensuring rapid and accurate resolution.

Acknowledge and action tickets within 15 minutes.

Keep customers informed with timely updates until closure.

Achieve first-call resolution within 30 minutes where possible.

Provide clear Reason for Outage (RFO) reports to clients.


🔹 Customer Support

Support Express Group: Customer Desk clients across:

WAN solutions (MPLS, VPN, SD-WAN, Business Connect).

Access mediums: Fibre, Microwave, VSAT, LTE/3G GSM, Diginet/ADSL.

Internet, VoIP, and new connectivity technologies.


Deliver professional, proactive service via phone and email.

Manage escalations with urgency and professionalism.


🔹 Operational Excellence

Conduct quality checks on all support activities.

Analyse daily reports and act on open cases.

Collaborate with SOC teams on provisioning, testing, and root cause analysis.

Escalate repeat issues to Problem Management.

Identify and drive process improvements.


🔹 Collaboration & Knowledge Growth

Work closely with cross-functional teams to resolve issues.

Document and share technical findings in clear, user-friendly ways.

Continuously learn and stay ahead with emerging technologies.



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What You Bring

Matric (minimum requirement).

National Diploma/Degree in IT or related field.

3+ years’ experience in customer service within a technical environment.

3+ years’ experience in 2nd-line support (especially broadband).

Certifications:

CCNA (required).

CCNP (advantageous).

ITIL Foundations (advantageous).


Strong troubleshooting, communication, and problem-solving skills.

Proven ability to take ownership of customer issues.



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Bonus Experience

✅ SD-WAN implementation & support.
✅ VLAN configuration & service migrations.
✅ Network upgrades, tunnel reroutes & capacity planning.
✅ Microwave & fibre operations knowledge.
✅ Familiarity with OSS/BSS systems.
✅ Telecommunications industry experience.