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Helpdesk Tier 2

2 weeks 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.