{"id":4081489,"url":"https://alion.io/job/orange-botswana-data-services-helpdesk-technician","title":"Data Services Helpdesk Technician","company":{"id":177424,"name":"Orange Botswana","domain":"orange.co.bw","url":"https://alion.io/company/orange-botswana","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gaborone, Botswana"],"countries":["BW"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"TCP/IP","optional":false}],"status":"live","first_seen_at":"2026-11-11T09:07:27Z","employer_posted_date":null,"last_verified_at":"2026-11-11T09:07:27Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Job title: Data Services Helpdesk Technician\n\nLocation: Gaborone\n\nDepartment: Client Relationship Management\n\nSupervisor: Client Relations Manager\n\nDirect and Controlled Channels Manager\n\nResponsible 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.\n\nThe main duties include but are not limited to:\n\nProvide expert telephonic and remote support for all end-user internet applications, ensuring smooth customer experiences across residential and corporate clients.\n\nSupport B2B clients on fixed products, including troubleshooting connectivity, hardware, and software issues related to enterprise solutions.\n\nDiagnose and resolve hardware and software problems on mobile devices, including in-warranty hardware, with a focus on rapid and effective resolution.\n\nImplement and support digital transformation projects.\n\nTest, evaluate, and recommend improvements for computer hardware, software, and network systems to optimize performance and reliability.\n\nUnderstand customer needs clearly and communicate technical solutions effectively to non-IT users, ensuring clarity and satisfaction.\n\nDeliver second-level support to front-line teams such as Call Centre agents, Shops, and B2B Account Managers, ensuring timely resolution of escalated issues.\n\nConduct quality diagnostics and provide on-site support for both residential and corporate clients, minimizing downtime and service disruptions.\n\nOffer value-added services such as Voice-Over-IP (VoIP) and other digital solutions, tailored to customer requests.\n\nLead the adoption and integration of AI-driven tools and digital technologies to enhance troubleshooting efficiency, automate routine tasks, and improve service quality.\n\nImplement and uphold data protection and privacy standards, ensuring all customer data is handled securely and in compliance with relevant regulations.\n\nStay informed about emerging digital trends, AI innovations, and data security practices to continuously improve support processes.\n\nUndertake additional duties as required to meet service standards, departmental goals, and operational needs.\n\nMaintain accurate daily, weekly, monthly, and quarterly reports on faults, resolutions, and service metrics, providing insights to the Data Services Helpdesk Lead.\n\nAchieve departmental targets for turnaround times, fault resolution, and customer satisfaction\n\nFollow established procedures, guidelines, and accepted standards diligently, including those related to data security and privacy.\n\nContribute to continuous improvement initiatives by providing feedback on processes and customer insights.\n\nPerform any other relevant duties assigned by management to support team objectives.\n\nPrefered Skills & Attributes:\n\nBasic understanding of networking concepts (TCP/IP, DNS, DHCP)\n\nTroubleshooting hardware and software issues\n\nExcellent communication and customer service skills\n\nProblem-solving and analytical abilities\n\nExperience with remote support tools and ticketing systems (preferred)\n\nAbility to work flexible hours and handle multiple requests\n\nCustomer-oriented attitude and patience.\n\nQualifications and Experience:\n\nMasters Degree qualification in IT, Computer Science or related field.\n\nAt least one (1) year experience or achievements in the following; Cisco CCNA (Basic knowledge)\n\nRelevant ISP or networking certifications Some experience in telecommunications or an Internet Service Provider is an added benefit\n\nThe subject window on email should only contain the title of the position being applied for.\n\nData Protection Notice\n\nOrange 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.\n\nClosing Date: 23 November 2026\n\nKindly note, that Orange Botswana shall only correspond to short-listed candidates.\n\nAPPLY FOR THIS JOB","description_format":"text","description_chars":4389,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Payment Processing & Gateways","Mobile Networks"],"lifecycle":[{"event":"open","at":"2026-11-11T17:27:46Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":28,"reasons":["seen:1","win:early"],"computed_at":"2026-11-12T10:38:37Z"},"pay":null,"html_url":"https://alion.io/job/orange-botswana-data-services-helpdesk-technician","json_url":"https://alion.io/job/orange-botswana-data-services-helpdesk-technician.json","meta":{"generated_at":"2026-11-13T03:34:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7515,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":177424},"rest":"https://alion.io/mcp/rest/get_company?id=177424"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Forange-botswana-data-services-helpdesk-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Forange-botswana-data-services-helpdesk-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Forange-botswana-data-services-helpdesk-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/orange-botswana-data-services-helpdesk-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Forange-botswana-data-services-helpdesk-technician"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4081489}},{"tool":"search_jobs","arguments":{"company":"orange.co.bw","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4081489},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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