Active Jobs at HeroTel

PURPOSE OF THE ROLE:

• Sales Administrators provide support for our sales representatives, complete front line and back office administrative functions, and ensures impeccable all-around customer service.

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

• Answering incoming sales calls.
• Assisting walk-in clients by taking them through the manual or digital onboarding process.
• Processing all online leads through the digital onboarding process, ensuring accurate information.
• Following up social media leads daily, processing them through digital onboarding.
• Checking availability of Fibre/Wireless connection prior to quotation.
• Site survey bookings for Wireless clients.
• Processing tickets for moves and relocations for Fibre/Wireless.
• Processing tickets for client switches from Wireless to Fibre.
• Booking installation dates with installation co-ordinators.
• Strictly adhering to all SOPs and other internal processes & procedures.
• Attending and assisting with marketing events where required.
• Maintaining data accuracy in orders and invoices.
• Maintaining and updating sales and customer records.
• Contacting clients to obtain missing information or answer queries.
• Communicating important feedback from customers internally to Management.
• Ensuring personal sales targets are met and report any deviations.
• Staying up to date with new products and features.
• Effective teamwork with all other Departments in the Regional Hub.
• Embody the highest levels of professionalism, integrity and honesty.
• Always portray the company to stakeholders in a positive manner.
• Diligently follow-through of all tasks assigned by Management.

The successful candidate must have the following experience/skills:

• Computer skills (MS Office), and experience with CRM software is an advantage.
• Excellent communication skills - verbal & written.
• Customer service skills.
• Problem-solving skills.
• Time management skills.
• General telephone etiquette.
• Product knowledge.
• Fluent in English and Afrikaans.
• Ability to work under pressure and to strict deadlines.
• Comfortable operating in a fast-changing environment.
• A team player with high level of dedication.

Education Requirements:

• Grade 12 is required.
• Approximately 1 year experience in General or Sales Administration.

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PURPOSE OF THE ROLE:

• Network Engineers deal with both hardware and software. On the hardware side of things, they perform hands-on installation and maintenance tasks on network components such as routers, switches and cables on the core networks.
• Network Engineers monitor and optimise core network activity. They constantly maintain and improve network security by setting up firewalls, and they’re also responsible for troubleshooting problems as and when they arise.

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

• Escalation to Network Engineers Tier 4 as required.
• Responsible to monitor and troubleshoot all systems and/or escalate to the relevant departments as required.
• Keep network related documentation up to date.
• Assist Tier 4 Engineers during emergencies or outages.
• Implementation of approved change plans.
• Attend to technical escalation from Helpdesk Agent - Tier 2.
• Incident management & communication to relevant departments.
• Program network equipment according to standards RFC’s.
• Maintain and support:
• OSPF Routing Intermediate +
• Mikrotik Routers Intermediate +
• L2 Switching Intermediate +
• Networking Intermediate +
• Router setup, installation and management.
• IP setup, planning and management.
• Firewall setup, planning and management.
• Maintanence of core functionality of VAS products and systems.
• Reporting monthly/weekly on network backhaul capacity.
• Tier 3 Engineer directly supports VIP and offnet clients.
• Assist RF & access network with site planning and development.
• Any adhoc duty as per the operational requirement of the business.
• Operate standard working hours with potential adhoc afterhours availability as per operational requirements.

The successful candidate must have the following experience/skills:

• 3 Years network experience.
• Working knowledge in BGP, OSPF, MPLS, Routing, Switching and Mikrotik Hardware.
• Experience with TCP/IP, DNS, DHCP, routers, IP routing, and switches.
• Ability to work independently and under pressure.
• Good customer service skills.
• Good communication and reporting skills.
• Good problem solving & analytic skills.
• Good time management skills.
• Good admin skills.
• Ability to function in a team.
• Juniper knowledge is advantageous.

Education Requirements:

• Minimum MTCNA Certification.
• MTCRE Certification recommended.
• N+ is advantageous.
• A+ is advantageous.
• Other diplomas in the relevant field is advantageous.

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PURPOSE OF THE ROLE:

• The role will be responsible for monitoring the National Monitoring Systems to detect any hardware issues on the network. As the first eyes on events that occur on the network, the Monitoring Agent responds to alerts from the National Monitoring Systems. While providing the highest level of customer service, the Monitoring Agent, communicates the alerted information via the appropriate channels and communicates feedback of the alerts accordingly. Following an escalations matrix, the Monitoring Agent, will escalate alerts accordingly, until resolved.

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

• Logging of all service outages or interruptions.
• Follow up on the status of any logged and escalated outages.
• Managing, maintaining, and ensuring the accuracy of the Monitoring Systems
• Generate reports that track service availability and performance of all managed and monitored systems and services.
• Keep customer and management informed on status updates on issues, complaints and escalations, and document these actions on tickets.
• Follows and implements service delivery processes and procedures
• Updates process and procedure documentation as needed
• To develop a good all-round understanding of systems and networks.
• Stay informed of customer support processes
• Maintains and expands customer relationships through:
• Excellent verbal and written communication skills
• Understanding how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment.

The successful candidate must have the following experience/skills and competencies:

• The ideal candidate will have the ability to learn quickly in a fast-past environment
• The ideal candidate will enjoy working with customers and helping them resolve their queries.
• Relevant training will be provided

The ideal candidate will have:

• Computer knowledge with ability to operate keyboard for data entry.
• Microsoft Office proficiency
• Familiarity with the fundamental principles of a SLA
• Attention to detail when creating & updating tickets in a ticketing system and in composing,keying, and proofing professional business materials
• Friendly presence and helpful attitude while on the phone with customers or among team members
• Be professional and have a sense of urgency.
• Understands the importance of regular follow up and status updates to customer and management on issues, complaints and escalations, and documents these actions in tickets.
• Experience in working from a ticketing system as part of a larger team will be beneficial
• Have proven troubleshooting methodology and a desire to solve challenges
• Will be organized and dependable
• Technical acumen. Able to learn about computer and Internet networking and related concepts.
• Valid drivers license and own transport essential
• Please do not apply if not based in Stellenbosch or immediate surrounding areas. (Strand, Somerset West, Paarl or Northern Suburbs)

Qualifications:

• Grade 12 is required
• A relevant tertiary diploma or degree will be beneficial

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PURPOSE OF THE ROLE:

• The Technical Assistant’s main duty will be assisting with installations, troubleshooting, and maintaining all fibre optic and wireless systems.

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

• Site Survey:
• Assist with signal scan and throughput tests to High site.
• Assist with taking photos of location for CPE bracket, cable run, plug, PoE and router locations.
• Callout Repairs:
• Tidy and clean up after job completion.
• Assist with site inspection for possible future problems, i.e. trees in the way.
• Take photos.
• Installation:
• Mount brackets, and cable hooks as required and indicated by Senior Technician.
• Install cable runs as indicated by Senior Technician.
• Tidy and clean up after job completion.
• CPE Recovery:
• Remove relevant equipment and clean up.
• Vehicle:
• Ensure all tools and equipment are neatly organized inside the vehicle.
• Ensure daily stock is loaded.
• Ensure backup stock levels are maintained in the vehicle.
• Ensure that the vehicle is stocked with all necessary consumables needed.

The successful candidate must have the following experience/skills:

• A valid driver's license is essential.
• Good working knowledge of hand and power tools used in this position.
• Must have basic computer skills.
• Self-disciplined, motivated and organized.
• Must be a team player.
• Must be presentable, reliable and punctual.
• Ability to understand and follow instructions.
• Must be medically fit and follow all Health and Safety procedures.
• Ability to work in all weather conditions, confined spaces, isolation.
• Must be able and willing to work at heights and under pressure.
• Must be able to work independently and also in a team.
• Willingness to work overtime.
• Previous experience in a similar work environment is advantageous.
• Have a good understanding of the equipment used for installations.
• Able to follow and prioritize tasks according to instructions given by Install team.
• Must show pride in work ethic and company property.
• Efficient time management.

Education Requirements:

• Grade 12.
• Any specialized certifications or training would be an added advantage.

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PURPOSE OF THE ROLE:

• Schedulers are responsible for coordinating Field Service Teams booking and confirming client appointments and assisting them by providing high-quality customer service. Ensuring effective utilisation of the fleet and communication between clients and Field Teams.

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

• Scheduling appointments with clients, including site surveys, installations, callouts and CPE removals.
• Drive installation productivity and quality.
• Ensuring all assigned tickets are updated with required information.
• Do route planning for technicians.
• Active monitoring of fleet.
• Communicate with clients and Installers.
• Co-Ordinate, prioritize and track daily progress of appointments.
• Previous day job card completion, ensuring that the jobcard has been thoroughly completed and signed off by the client.
• Do provisioning and capturing of info on Enigma as required.
• Ensure all tickets / job cards are closed and quotes are checked for invoicing.
• Creation of the PPPoE.
• Produce daily/weekly reports on activities.
• Ensuring that Health and Safety protocols are met and monitored daily.
• Handling technical enquiries from Technicians.
• Fast track pending client concerns and queries to a Senior.
• Make sure all required SOP documents stay updated.

The successful candidate must have the following experience/skills:

• Minimum 2-3 years' experience in a similar role.
• Proficient with MS Office.
• Effective planning skills.
• Time management skills.
• Team player.
• Strong interpersonal skills.
• Ambition and determination to succeed.
• Good analytical and problem-solving skills.
• Strong knowledge of the company and all of its services and Departments.
• Self-disciplined, motivated and organised.
• Initiative, ability to manage own time.
• Always customer orientated, making customer needs the primary focus.
• High resilience and ability to work under pressure.

Education Requirements:

• Grade 12.
• Specialized certifications would be an advantage.