Helpdesk Agent

2 weeks ago

Worcester, Western Cape, South Africa Herotel Full time
Applications are invited for the
Helpdesk Agent - Tier 2 position to be based in
Worcester/Stellenbosch

PURPOSE OF THE ROLE:

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

  • 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 callout.
  • Provides basic to advanced troubleshooting on customerside 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
  • 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.
  • Analytical.
  • Ability to work independently.
  • Customer service skills.
  • Ability to work quickly and under pressure.
  • Problemsolving skills.
  • Time management skills.
  • Communication skills (written and verbal).
  • Basic grasp of routing and switching is advantageous.
  • Good problemsolving 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, Emails 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 12 years experience is required

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PLEASE NOTE:
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  • Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.

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