Tier 2 Helpdesk Agent

**Job Duties/Responsibilities will include**:
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 call-out.
Provides basic to advanced troubleshooting on customer-side 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 3.
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.

Grade 12 / Senior Certificate.
Mikrotik, Cambium, Ubiquiti experience is advantageous.
MTCNA- and WiFi qualifications is advantageous
N+ & A+ Certification with 1-2 years experience is required

Analytical.
Ability to work independently.
Customer service skills.
Ability to work quickly and under pressure.
Problem-solving skills.
Time management skills.
Communication skills (written and verbal).
Basic grasp of routing and switching is advantageous.
Good problem-solving 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, E-mails is required.