Helpdesk Agent Tier 1 - East London at HeroTel

Key Performance Areas would include, but are not limited to:

First contact and first call customer support:

• Offer first call resolution support to customers via telephone, WhatsApp, Webchat, Distant-Desktop, Route-this and and e-mail.
• 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 Herotel’s ticketing system, and update ticket status daily.
• 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 and QContact for notices requiring callbacks.

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 is a customer side or WAN fault).
• Make use of troubleshooting tools such as tracert, ping, bandwidth test and RouteThis.
• Where the call can’t be resolved, escalate the call timeously to the correct person or team (either Tier 2 Agent or Team Leader/Team Captain or Technical, NOC or distribution 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 changes, usage reports, application login problems and VOIP).

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).

Team support:

• 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.
• Learn to use company software programmes, tools.
• Attend and participate in team MOS (management operating systems) meetings.

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).