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Sphamandla M. — Mid-Level ISP Technical Support Specialist from South Africa

Sphamandla M.

Mid-Level ISP Technical Support Specialist

South Africa 3-6 years
Open to offersNew to Platform
Languages
English
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About

Sphamandla M. is an experienced ISP Helpdesk Support & Desktop Support Technician based in Johannesburg with over six years of technical support expertise in the information technology and telecommunications industries. At Afrihost SP, Sphamandla provides first and second-line technical support for broadband, fibre (FTTH/FTTB), LTE, VoIP, and hosting services, consistently resolving 40–60 technical tickets daily within strict SLA-driven environments. He demonstrates advanced capability in diagnosing connectivity and latency issues, remote troubleshooting, and DNS configuration. His scope of responsibility includes network configuration, email system support, domain management, escalation handling, and maintaining customer satisfaction in high-volume settings. Previously, he supported fibre clients at WNS Global Services and assisted users with broadband and network challenges at Merchants, a Dimension Data company, underpinning his strong background with certifications in cybersecurity fundamentals, CompTIA A+, Network+, and Security+ objectives.

Experience

  • ISP Helpdesk Support & Desktop Support Technician

    Afrihost SP · 2021 — Present
    Handled first-line and second-line support for broadband, fibre (FTTH/FTTB), LTE, VoIP, and hosting services, applying remote troubleshooting tools to address connectivity, latency, DNS, and routing issues. Managed router configuration, guided clients through network setup, and supported CPE installation. Escalated complex technical incidents to NOC, L2, and L3 teams with complete documentation. Oversaw email systems, DNS configuration, domain management, and hosting-related technical queries, ensuring all ticketing activities remained compliant with SLA standards in a high-volume environment.

  • Senior Associate – Technical Support

    WNS Global Services · 2019 — 2020
    Supported residential and business fibre clients by monitoring network performance and troubleshooting connectivity and latency issues. Managed incident logging and adherence to SLA requirements. Facilitated agent mentoring and quality assurance focused on troubleshooting practices.

  • Technical Support / Customer Service Representative

    Merchants A Dimension Data Company · 2016 — 2019
    Guided customers in resolving mobile broadband and network-related inquiries. Tasks encompassed configuring APN settings, processing SIM swaps, managing service activation, and addressing connectivity and billing issues while upholding service standards.

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