Data Services Helpdesk Technician

Job Title: Data Services Helpdesk Technician

Job purpose

Responsible for delivering comprehensive telephonic and technical support for mobile data services, with a focus on digital adoption and innovation. This includes conducting diagnostic testing, troubleshooting, and configuring hardware, software, PCs, mobile devices, network components, and related peripherals. The role also involves providing first-level technical support for all corporate broadband solutions, ensuring seamless connectivity, promoting digital transformation initiatives, and delivering efficient, secure, and modernized service experiences to customers.

Key responsibilities

Provide expert telephonic and remote support for all end-user internet applications, ensuring smooth customer experiences across residential and corporate clients.

Support B2B clients on fixed products, including troubleshooting connectivity, hardware, and software issues related to enterprise solutions.

Diagnose and resolve hardware and software problems on mobile devices, including in-warranty hardware, with a focus on rapid and effective resolution.

Implement and support digital transformation projects.

Test, evaluate, and recommend improvements for computer hardware, software, and network systems to optimize performance and reliability.

Understand customer needs clearly and communicate technical solutions effectively to non-IT users, ensuring clarity and satisfaction.

Deliver second-level support to front-line teams such as Call Centre agents, Shops, and B2B Account Managers, ensuring timely resolution of escalated issues.

Conduct quality diagnostics and provide on-site support for both residential and corporate clients, minimizing downtime and service disruptions.

Offer value-added services such as Voice-Over-IP (VoIP) and other digital solutions, tailored to customer requests.

Lead the adoption and integration of AI-driven tools and digital technologies to enhance troubleshooting efficiency, automate routine tasks, and improve service quality.

Implement and uphold data protection and privacy standards, ensuring all customer data is handled securely and in compliance with relevant regulations.

Stay informed about emerging digital trends, AI innovations, and data security practices to continuously improve support processes.

Undertake additional duties as required to meet service standards, departmental goals, and operational needs.

Maintain accurate daily, weekly, monthly, and quarterly reports on faults, resolutions, and service metrics, providing insights to the Data Services Helpdesk Lead.

Achieve departmental targets for turnaround times, fault resolution, and customer satisfaction

Follow established procedures, guidelines, and accepted standards diligently, including those related to data security and privacy.

Contribute to continuous improvement initiatives by providing feedback on processes and customer insights.

Perform any other relevant duties assigned by management to support team objectives.

Preferred Skills and Attributes

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
• Troubleshooting hardware and software issues
• Excellent communication and customer service skills
• Problem-solving and analytical abilities
• Experience with remote support tools and ticketing systems (preferred)
• Ability to work flexible hours and handle multiple requests
• Customer-oriented attitude and patience.

Required qualifications and experience

Masters Degree qualification in IT, Computer Science or related field.

At least one (1) year experience or achievements in the following; Cisco CCNA (Basic knowledge)

Relevant ISP or networking certifications Some experience in telecommunications or an Internet Service Provider is an added benefit

Data Protection Notice

Orange Botswana processes applicant data for recruitment purposes based on legitimate interest and pre – contractual necessity. This processing is carried out in accordance with the Data Protection Act, 2024.