Helpdesk Agent - Tier 1

at  HeroTel

Applications are invited for the Helpdesk Agent – Tier 1 position to be based in Tshwane.

THE SUCCESSFUL CANDIDATE MUST HAVE THE FOLLOWING EXPERIENCE/SKILLS:

• Networking, ICT and Telecommunications technology and industry knowledge.
• Proven knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches.
• Troubleshooting skills in a networking environment.
• Basic understanding of PC hardware setup and configuration advantageous.
• Layer 2 switching knowledge/ability advantageous.
• Knowledge of Mikrotik, Cambium, Ubiquiti and totolink hardware.
• Ability to work independently, including remotely (when required).
• Must be willing to work shifts, including evenings and weekends.
• Ability to work under pressure and according to specific call resolution targets.
• Microsoft Office (outlook, Teams – required, Word and Excel advantageous).
• Proficient in English (written and verbal), second language preferable.

EDUCATION REQUIREMENTS:

• Grade 12 / Senior Certificate.
• N+ & A+ certification, or at least 1 year experience in an Internet Service Provider helpdesk call center or ticketing environment.
• Min 1-year of experience working with Wireless and Wi-Fi Routers.
• Additional ICT qualification advantageous).

Tier 1 Helpdesk Agents provide friendly and efficient first contact support to customers through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point), and occasionally VOIP. The Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, Distant-Desktop, Route-this and e-mail), using Herotel’s ticketing and tracking systems. Calls that can’t be resolved are escalated appropriately. The career path for Tier 1 Helpdesk Agents within Herotel includes Helpdesk (Tier 2 Agent and Helpdesk Team Leader), NOC (Network Operations Centre), or Field Operations.