Home Job Vacancies Herotel Helpdesk Agent Vacancy 2023/2024

Herotel Helpdesk Agent Vacancy 2023/2024

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Title: Herotel Helpdesk Agent

The Helpdesk Agent – Tier 2 assists Tier 1 Agents with escalations. Assist clients via telephone, WhatsApp, and e-mail with internet connectivity issues (WAN side and customer side) as well as provide support for e-mails, routers, domains, and network-related queries on Mikrotik, Cambium, and Ubiquiti hardware. Conducts more advanced troubleshooting with clients to determine the root cause of the fault(s). Assists Field Technicians remotely.

Duties and Responsibility:

Key Performance Areas would include, but are not limited to:
•Provides second-line support via telephone, WhatsApp, and e-mail.
•Provides first-line support via telephone, WhatsApp and e-mail to SLA/VIP clients.
•Strives to resolve all faults presented daily.
•Determine the nature of faults and the steps required to rectify them permanently.
•Check Tier 1 troubleshooting before confirming a 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 lends 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 the 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.


The successful candidate must have the following experience/skills: –
•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 the ability to work in a pressurized environment are required
•Customer care experience is advantageous
•Previous experience at an ISP will be advantageous.
•Knowledge and understanding of WiFi routers are required.
•Knowledge and understanding of TCP/IP, DNS, DHCP, and E-mails are required.
•Knowledge and understanding of Microsoft Windows in order to navigate self and customers for e-mail/network problems is required.
• 1-year of network experience is required.

•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

Application Deadline:

  • May 12, 2022

How To Apply

To apply click on the view more information button below.


For more information about the, simply drop a comment below and we will do well to respond within 48hrs.

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