Helpdesk Agent Tier 1

2 weeks ago

East London, Eastern Cape, South Africa Herotel Full time
Applications are invited for the above-mentioned position to be based in Easr Londen.

Key Performance Areas would include, but are not limited to:
First contact and first call customer support: \

  • Assist walkin 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:

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

Competencies:

  • Analytical thinking
  • Communication skills (verbal and written)
  • Customer orientation (building rapport, handle complaints)
  • Continuous learning ability (including technical aptitude)
  • Follow up
  • Problem solving and resolution
  • Teamwork
  • Interpersonal relations
  • Time management

Knowledge, skills and ability:

  • 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.

Qualifications:

  • 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 1year of experience working with Wireless and Wi-Fi Routers.
  • Additional ICT qualification advantageous).

PLEASE NOTE:

Job Type:
Permanent

Salary:
From R1.00 per month

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