VACANCY! VACANCY!! VACANCY!!! FOR 2023/2024
Do You Know that The Are Many Job Vacancy in Sout African Nations
You Can Check the Vacancy Details Below.
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.
•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
- May 12, 2022
How To Apply
To apply click on the view more information button below.
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