Technical Support Agent

Applications are invited for the **Technical Support Agent**position to be based in Stellenbosch.

**PURPOSE OF THE ROLE**:
**Key Performance Areas would include, but are not limited to**:
**First Line Customer Support**:

- Provide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.
- Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
- Record support requests in Herotel's ticketing system. Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-up's with customers.
- Providing updates as least hourly or daily as necessary.
- Consistently monitor Microsoft Teams & WhatsApp for messages.

**Troubleshooting, problem solving and monitoring**:

- Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.
- Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.
- Monitoring of Network using Dude and Zabbix.
- Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops)
- 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).
- Develop wireless infrastructures and make recommendations on systems enhancements for optimizations.

**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 (Standard Operating Procedure).
- Learn to use company software programs and tools.
- Attend and participate in team MOS (management operating systems) meetings.

**Key Outputs**:
**Customer Support Excellence**:

- Provide efficient first-call resolution across various communication channels.
- Address technical issues promptly, ensuring updates and follow-ups as necessary.

**Technical Problem-Solving**
- Troubleshoot customer-side and internal network faults effectively using diagnostic tools.
- Escalate unresolved issues to the appropriate teams, ensuring seamless service continuity.

**Team Collaboration and Knowledge Sharing**:

- Support team operations by managing ticket backlogs and contributing to internal documentation.
- Share industry knowledge and technical advancements with the team to improve overall support quality.

**Operational Efficiency**:

- Monitor network systems, identify trends in incoming calls, and escalate recurring issues proactively.

**Adherence to Standards**:

- Follow company policies, SOP's, and technical guidelines while ensuring customer satisfaction.
- Participate in team meetings and contribute to continuous process improvements.

**Key Outputs**:

- Leadership potential.
- Analytical thinking.
- Communication skills (verbal and written).
- Customer orientation (building rapport, handling complaints)
- Continuous learning ability (including technical aptitude).
- Decision making.
- Follow up.
- Problem solving and resolution.
- Teamwork.
- Inter-personal relations.
- Employee development.
- Time management.
- Min 3 years of experience working with Fibre networks, Wireless, and Wi-Fi Routers.
- Networking ICT, and Telecommunications technology and industry knowledge.
- Proficient in Microsoft Office (Outlook, Teams required, Word and Excel advantageous).
- Knowledge of Mikrotik, Cambium, Ubiquiti and Totolink and TP Link hardware.
- 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 advantageous.
- Proficient in English (written and verbal), second language preferable.
- 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.

**Education Requirements**:

- Grade 12 / Senior Certi