Technical Officer

ROLE PURPOSE/FUNCTION
The Technical Officer provides first- and second-line technical support to Vodacom Business customers by assisting with incident logging, basic troubleshooting, ticket management, and customer communication across selected products and services.
The role focuses on developing technical capability, delivering reliable customer support, and escalating issues appropriately, while working under guidance and within defined operational procedures.
ROLE REQUIREMENT

1. Incident and Ticket Management

• Log, update, and manage service tickets accurately in the relevant systems.
• Acknowledge assigned tickets within agreed timelines.
• Perform initial troubleshooting and diagnostics using standard procedures and knowledge articles.
• Escalate unresolved or complex issues to senior support teams with clear notes and findings.
• Provide customers with regular status updates as guided by SLAs and team leads.