Helpdesk Agent

6 months ago

Pretoria, South Africa Herotel Full time

Applications are invited for the **Helpdesk Agent - Tier 2 **position to be based in Tshwane.

**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 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.
- 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.
- 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 1-2 years experience is required

**_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.

  • Helpdesk Agent

    6 months ago

    Pretoria, South Africa Herotel Full time

    Applications are invited for the **Helpdesk Agent - Tier 1 **position to be based in **Tshwane.** **PURPOSE OF THE ROLE**: **Key Performance Areas would include, but are not limited to**: - Offer first line support to customers, which includes taking initial call from users. - Always strive for first call resolution. - Determines if fault is customer-side,...

  • Helpdesk Agent

    5 months ago

    Pretoria, South Africa Herotel Full time

    Applications are invited for the **Helpdesk Agent - Tier 1 **position to be based in** Tshwane.** **PURPOSE OF THE ROLE**: **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...

  • Helpdesk Agent

    5 months ago

    Pretoria, South Africa Herotel Full time

    Applications are invited for the **Helpdesk Agent - Tier 1 **position to be based in Tshwane. **PURPOSE OF THE ROLE**: **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...

  • Helpdesk Supervisor

    5 months ago

    Pretoria, South Africa University of Pretoria Full time

    **UP Professional and Support**: DEPARTMENT OF INFORMATION TECHNOLOGY SERVICES HELPDESK SUPERVISOR (IT) PEROMNES POST LEVEL 7- The University of Pretoria's commitment to quality makes us one of the top research Universities in the country and gives us a competitive advantage in international science and technology development._ JOB PURPOSE: To develop and...

  • Helpdesk Agent

    5 months ago

    Pretoria, South Africa Herotel Full time

    Applications are invited for the above-mentioned position to be based in Tshwane. **Key Performance Areas would include, but are not limited to**: Customer first and second line 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...

  • Helpdesk Agent for Persons with Disabilities

    5 months ago

    Pretoria, South Africa Bidvest Facilities Management Full time

    **Brief Role Description** To efficiently capture and process customer requests in accordance with Service Level Agreements (SLA) **Key Performance Areas (Kpa's)** - Must be clear and audible on telephone and hand-held radio mediums. Well-spoken. - Issuing and managing logged jobs from the helpdesk to the supplier, technicians, and maintenance personnel. -...

  • Regional Helpdesk Agent

    5 months ago

    Pretoria, South Africa Health Solutions Full time

    **Introduction** Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by...

  • Customer Service Team Lead

    3 days ago

    Pretoria, Gauteng, South Africa Awesim Telecoms Full time

    Job DescriptionAs a seasoned leader with a passion for customer service, we are seeking an experienced Customer Service Team Lead to join our team at Awesim Telecoms in Johannesburg.Key Responsibilities:Lead and manage a dynamic team of Customer Care Consultants (CCC), ensuring optimal performance and quality service delivery.Evaluate and maintain high...

  • Senior Network Infrastructure Specialist

    2 weeks ago

    Pretoria, Gauteng, South Africa Herotel Full time

    Key ResponsibilitiesThe successful candidate will be responsible for monitoring and optimizing core network activity, maintaining and improving network security by setting up firewalls, and troubleshooting problems as and when they arise.Key Performance AreasEscalation to Network Engineers Tier 4 as required.Monitoring and troubleshooting all systems and/or...

  • Network Infrastructure Specialist

    3 weeks ago

    Pretoria, Gauteng, South Africa Herotel Full time

    Job Title: Network Engineer - Tier 3Herotel is seeking a highly skilled Network Engineer - Tier 3 to join our team. This is a unique opportunity to work with a leading telecommunications company and contribute to the development of our network infrastructure.Key Responsibilities:Monitor and troubleshoot all systems, escalating to relevant departments as...