Helpdesk Agent

Applications are invited for the **Helpdesk Agent - Tier 1 **position to be based in **East London**.

**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 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 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 trouble shooting or problem research to determine the nature of faults (including determining whether the fault is a is a customer 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) through gathering information and troubleshooting and escalate to NOC through 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 programmes, tools.
- Attend and participate in team MOS (management operating systems) meetings.
- 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 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), 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.