Helpdesk Agent

2 weeks ago

Stellenbosch, South Africa Recruitment Matters Africa Full time

Our client is looking for a Tier 2 Helpdesk Agents provide first and second line, as well as core advanced customer support.

**Responsibilities**:

- 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 the companies ticketing system, manage ticket queue to ensure optimal support, and update ticket status daily or as required.
- 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 & WhatsApp for messages requiring callbacks.
- Gather information through analytical troubleshooting or problem research to determine the nature of faults (including determining whether the fault is a customer-side or WAN fault).
- Make use of troubleshooting tools such as tracert, ping, bandwidth test and Route This.
- Monitoring of the Network using PRTG and Zabbix.
- Where the call cannot be resolved, escalate the call timeously to the correct person or team (Team Leader/Team Captain or Technical, NOC, RF (Radio Frequency), Fibre, or Field Ops teams).
- Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately.
- 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).
- Develop wireless infrastructures and make recommendations on systems enhancements for optimizations.

**Key Skills**:

- Leadership potential,
- Analytical thinking
- Communication skills (verbal and written),
- Customer orientation (building rapport, handle complaints),
- Continuous learning ability (including technical aptitude),
- Decision making,
- Follow up,
- Problem-solving and resolution,
- Teamwork,
- Inter-personal relations,
- Employee development,
- Time management,
- Networking, ICT and Telecommunications technology and industry knowledge,
- Proven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches,
- Troubleshooting skills in a networking environment,
- Advanced understanding of PC hardware setup and configuration advantageous,
- Layer 2 switching knowledge/ability is advantageous,
- Knowledge of Mikrotik, Cambium, Ubiquiti and Totolink hardware,
- Work independently, including remotely (when required),
- Willing and able to work shifts, including evenings and weekends,
- Work under pressure and according to specific call resolution targets,
- Microsoft Office (Outlook, Teams - required, Word and Excel advantageous),
- Coach and train Tier 1 Agents and other team members on the job,
- Proficient in English (written and verbal), second language preferable,

**Qualifications**:

- Grade 12 / Senior Certificate.
- N+ & A+ certification, or a minimum of 3 years experience in an Internet Service Provider helpdesk call centre or ticketing environment.
- Min 3 years of experience working with Wireless and Wi-Fi Routers.
- Additional ICT qualification (including MTNCA) advantageous.

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