Helpdesk Agent Tier 1

1 week ago

Stellenbosch Western Cape, South Africa Herotel Full time

Applications are invited for the **Helpdesk Agent - Tier 1 **position to be based in **Stellenbosch or Worcester, Western Cape.**

**PURPOSE OF THE ROLE**:
Tier 1 Helpdesk Agents provide friendly and efficient first-contact support to customers through troubleshooting and timely first-call resolution.

The career path for Tier 1 Helpdesk Agents within Herotel includes Helpdesk (Tier 2 Agent and Helpdesk Team Leader), NOC (Network Operations Centre), or Field Operations.
**Key Performance Areas would include, but are not limited to**:
**First contact and first call customer support**:

- 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 the 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 troubleshooting or problem research to determine the nature of faults (including determining whether the fault is on the customers-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) by gathering information and troubleshooting and escalating to NOC through the 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 programs, tools.
- Attend and participate in team MOS (management operating systems) meetings.

**Competencies**:

- Analytical thinking
- Communication skills (verbal and written)
- Customer orientation (building rapport, handling complaints)
- Continuous learning ability (including technical aptitude)
- Follow up
- Problem-solving and resolution
- Teamwork
- Inter-personal 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 is 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), a 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).

**_PLEASE NOTE:_**
- 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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