Helpdesk Agent Tier 2

**HELPDESK AGENT TIER 2 (Worcester)**

DESCRIPTION
- Tier 2 Heldesk Agents provide first and second line, as well as core advanced customer support.
- This includes escalations from Tier 1 Agents, advanced troubleshooting, and acting as shift team captain as assigned.
- Calls that cannot be resolved are escalated appropriately.
- Tier 2 Agents may also be required to support the shift teams, providing guidance and support as the team captain.
- The career path for Tier 2 Helpdesk Agents within company includes Helpdesk Helpdesk Team Leader, NOC (Network Operations Centre) Department Network Engineer and Team Leader, or Field Operations.

Key Responsibilities:

- 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 messages when required.
- Log requests through companies ticketing system, manage ticket queue to ensure optimal support, and update ticket status daily or as required.
- 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 & WhatsApp for messages requiring call backs.
- 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 customer side or WAN fault).
- Make use of troubleshooting tools such as tracert, ping, bandwidth test and Route
- This. Monitoring of Network using PRTG and Zabbix.
- Where the call cannot be resolved, escalate the call timeously to the correct person or team
- (Team Leader/Team Captain or Technical, NOC, RF (Radio Frequency), Fibre, or Field Ops teams).
- Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately.

Customer-side faults:

- Provides basic to advanced troubleshooting on customer-side faults, including password

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:

- Support and assist with the development, training, and upskilling of Tier 1 agents.
- Act in the role of shift captain, when assigned, to support the smooth operations and optimal customer support during each shift.
- 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 programmes, tools.
- Attend and participate in team MOS (management operating systems) meetings.

Knowledge, skills, and ability:

- Networking, ICT and Telecommunications technology and industry knowledge.
- 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.
- Knowledge of Mikrotik, Cambium, Ubiquiti and Totolink hardware.
- 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.
- Microsoft Office (outlook, Teams required, Word and Excel advantageous).
- Coach and train Tier 1 Agents and other team members on the job.
- Proficient in English (written and verbal), second language preferable.

EDUCATION
- Grade 12 / Senior Certificate.
- N+ & A+ certification, or a minimum of 3 years experience in an Internet Service Provider helpdesk call center or ticketing environment.
- Min 3-year of experience working with Wireless and Wi-Fi Routers.
- Additional ICT qualification (MTNCA, IT Engineering, etc.) advantageous.