Helpdesk Agent

Found in: beBee S ZA - 3 weeks ago

Eastern Cape George, South Africa HeroTel Full time
HeroTel’s job vacancy, Career and Recruitment

Job title : Helpdesk Agent – Tier 1 – George jobs in Eastern Cape

Job Location : Eastern Cape, George

Deadline : April 05, 2024

Quick Recommended Links

Jobs by Location Job by industries

Key Performance Areas would include, but are not limited to:

First contact and first call customer support:

Offer first call resolution support to customers via telephone, WhatsApp, Webchat, Distant-Desktop, Route-this and and e-mail. Assist walk-in clients where applicable. Screen incoming calls, redirecting them to the correct departments, and recording as well as passing on clear messages when required. Log requests through Herotel’s ticketing system, and update ticket status daily. Attempt to resolve the issue permanently on first call and on the same day, including following up and providing regular (minimum hourly, and no less than daily) feedback to customers. Regularly check Microsoft Teams and QContact for notices requiring callbacks.

Troubleshooting, problem solving and monitoring:

Gather information through analytical trouble shooting or problem research to determine the nature of faults (including determining whether the fault is a is a customer side or WAN fault). Make use of troubleshooting tools such as tracert, ping, bandwidth test and RouteThis. Where the call can’t be resolved, escalate the call timeously to the correct person or team (either Tier 2 Agent or Team Leader/Team Captain or Technical, NOC or distribution teams). Identify trends with incoming calls, issues and support requests, and escalate them to the Team Captain or Team Leader immediately.

Customer-side faults:

Provides basic to advanced troubleshooting on customer-side faults, including password changes, usage reports, application login problems and VOIP).

Internal/network faults:

Identify network issues (e.g., uplink problems, such as a backhaul upstream service provider problem, a fibre PON failure, or a wireless tower failure) through gathering information and troubleshooting and escalate to NOC through ticketing system. Assist Field Technicians remotely with troubleshooting, configuration & service credentials (username and password).

Team support:

Provide support to Helpdesk Teams by assisting with ticket backlogs when required. Adhere to and contribute to internal technical documentation and knowledgebase. Reporting back regularly on ad hoc requests for data capturing relating to specific projects or assignments. Work in a team and collaborate to improve customer support. Research and remain up to date with current industry and technologies and share learnings with the team. Become familiar with department policies and SOPs. Learn to use company software programmes, tools. Attend and participate in team MOS (management operating systems) meetings.

The successful candidate must have the following experience/skills:

Networking, ICT and Telecommunications technology and industry knowledge. Proven knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches. Troubleshooting skills in a networking environment. Basic understanding of PC hardware setup and configuration advantageous. Layer 2 switching knowledge/ability advantageous. Knowledge of Mikrotik, Cambium, Ubiquiti and totolink hardware. Ability to work independently, including remotely (when required). Must be willing to work shifts, including evenings and weekends. Ability to work under pressure and according to specific call resolution targets. Microsoft Office (outlook, Teams required, Word and Excel advantageous). Proficient in English (written and verbal), second language preferable.

Education Requirements:

Grade 12 / Senior Certificate. N+ & A+ certification, or at least 1 year experience in an Internet Service Provider helpdesk call center or ticketing environment. Min 1-year of experience working with Wireless and Wi-Fi Routers. Additional ICT qualification advantageous).

*Customer Service jobs in south africa

*Helpdesk Agent – Tier 1 – George in George

  • Helpdesk Agent

    Found in: beBee S ZA - 3 weeks ago

    George, South Africa Herotel Full time

    Applications are invited for the Helpdesk Agent – Tier 1 position to be based in George.PURPOSE OF THE ROLE: Tier 1 Helpdesk Agents provide friendly and efficient first contact support to customers through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails,...

  • Helpdesk Agent Tier 1

    Found in: beBee S ZA - 3 weeks ago

    Eastern Cape, East London, South Africa HeroTel Full time

    HeroTel’s job vacancy, Career and Recruitment Job title : Helpdesk Agent Tier 1 – East London jobs in Eastern Cape Job Location : Eastern Cape, East London Deadline : April 05, 2024 Quick Recommended Links Jobs by Location Job by industries Key Performance Areas would include, but are not limited to: First contact and first call customer...

  • Intermediate Application Specialist

    Found in: beBee S ZA - 2 weeks ago

    Western Cape, Cape Town, South Africa Sabenza IT Full time

    Sabenza IT’s job vacancy, Career and Recruitment Job title : Intermediate Application Specialist jobs in Western Cape Job Location : Western Cape, Cape Town Deadline : April 21, 2024 Quick Recommended Links Jobs by Location Job by industries Qualifications/Experience Required: 5-10 years experience working in IT application or infrastructure...

  • Intermediate Application Specialist

    Found in: Talent ZA C2 - 1 week ago

    Cape Town, South Africa Boardroom Appointments Full time

    Key Roles and Responsibilities:TroubleshootingThe primary role will require you to be a problem solver. You will test, validate and engage with the customer to come up with solutions for any incidents, problems or service requests.Assesses business process requirementsAnalyze the structure and flow of the business work to identify, maintain and advise on...

  • Customer Services Analyst\agent

    2 days ago

    Cape Town, South Africa Logicalis Full time

    Job Snapshot **Employee Type**: - Full-Time **Location**: Cape Town**Job Type**: - Customer Service **Experience**: - Not Specified **Date Posted**: - 2/26/2024 - Why choose Logicalis?- It’s not just IT solutions, It’s IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help...

  • Service Desk Agent

    Found in: Talent ZA 2A C2 - 1 week ago

    Cape Town, South Africa IT Naledi Solutions Full time

    REQUIRED LEARNINGGrade 12Computer Literate – Microsoft – Outlook/Word/Excel (Essential)A+ would be advantageous.N+ would be advantageous.MCSE5 years’ Service Desk/Helpdesk experience would be advantageous.General knowledge of desktop hardware and softwareKEY JOB OUTPUTSManage the business relationship with the client to ensure mutual trust &...

  • Network Engineer

    Found in: beBee S ZA - 3 weeks ago

    Western Cape, Cape Town, South Africa HeroTel Full time

    HeroTel’s job vacancy, Career and Recruitment Job title : Network Engineer – Tier 3 – South, ZA jobs in Western Cape Job Location : Western Cape, Cape Town Deadline : May 05, 2024 Quick Recommended Links Jobs by Location Job by industries Key Performance Areas would include, but are not limited to: Escalation to Network Engineers Tier 4 as...

  • IT Field/Helpdesk Technician for Managed Service Provider

    Found in: Adzuna ZA B C2 - 3 days ago

    Cape Town, South Africa Adzuna ZA B C2 Full time

    REQUIRED LEARNING Grade 12Computer Literate Microsoft Outlook/Word/Excel (Essential)A+ or equivalent job experience would be advantageous.N+ or equivalent job experience would be advantageous.General understanding of network infrastructure and firewalls would be advantageous.5 years Field Tech would be advantageous.General knowledge of desktop hardware and...

  • IT Field/Helpdesk Technician for Managed Service Provider

    Found in: Talent ZA 2A C2 - 1 week ago

    Cape Town, South Africa IT Naledi Solutions Full time

    REQUIRED LEARNING Grade 12Computer Literate Microsoft Outlook/Word/Excel (Essential)A+ or equivalent job experience would be advantageous.N+ or equivalent job experience would be advantageous.General understanding of network infrastructure and firewalls would be advantageous.5 years Field Tech would be advantageous.General knowledge of desktop hardware and...