$ads={1}
Applications are invited for the Helpdesk Agent – Tier 2 position to be based in Worcester/Stellenbosch
PURPOSE OF THE ROLE:
The Helpdesk Agent – Tier 2 assists Tier 1 Agents with escalations. Assist clients via telephone, WhatsApp and e-mail with internet connectivity issues (WAN side and customer side) as well as provide support for e-mails, routers, domains, and network related queries on Mikrotik, Cambium and Ubiquiti hardware. Conducts more advanced troubleshooting with clients to determine root cause of fault(s). Assists Field Technicians remotely.
Key Performance Areas would include, but are not limited to:
- Provides second line support via telephone, WhatsApp and e-mail.
- Provides first line support via telephone, WhatsApp and e-mail to SLA/VIP clients.
- Strives to resolve all faults presented daily.
- Determine nature of faults and the steps required to rectify it permanently.
- Check Tier 1 troubleshooting before confirming ticket may be sent for a call-out.
- Provides basic to advanced troubleshooting on customer-side faults.
- Receive, troubleshoot and resolve Tier 1 escalated queries.
- Assist with any ticket backlog of Tier 1 when applicable.
- Escalate complex queries to Team Leader or Tier 3.
- Assist Field Technicians remotely with troubleshooting, config & service credentials.
- Ensures Tier 1 Agent, who is tasked to attend to the unassigned tickets & WhatsApp messages, copes, otherwise lend assistance.
- Check Microsoft Teams & WhatsApp for messages requiring callbacks.
- Remote support via AnyDesk to customers.
- Monitoring of network using Dude.
- Logging line or link faults with appropriate department.
- Ensures that all Tier 2 tickets are updated daily and clients have the latest feedback.
- Utilize and contribute to internal technical documentation and knowledgebase.
The successful candidate must have the following experience/skills:
- Analytical.
- Ability to work independently.
- Customer service skills.
- Ability to work quickly and under pressure.
- Problem-solving skills.
- Time management skills.
- Communication skills (written and verbal).
- Basic grasp of routing and switching is advantageous.
- Good problem-solving skills along with ability to work in pressurized environment is required
- Customer care experience is advantageous
- Previous experience at an ISP will be advantageous.
- Knowledge and understanding of WiFi routers is required.
- Knowledge and understanding of TCP/IP, DNS, DHCP, E-mails is required.
- Knowledge and understanding of Microsoft Windows in order to navigate self and customers for e-mail / network problems is required.
- 1 year network experience is required.
Education Requirements:
- Grade 12 / Senior Certificate.
- Mikrotik, Cambium, Ubiquiti experience is advantageous.
- MTCNA- and WiFi qualifications is advantageous
- N+ & A+ Certification with 1-2 years experience is required
PLEASE NOTE:
- Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel's Employment Equity Plan.
- Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
- Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.
