Job Vacancies at HeroTel

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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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

Qualifications:

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

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

• Provide computer and printer support.
• Maintain antivirus software on all machines.
• Perform backups of critical systems.
• Conduct network maintenance.
• Configure network devices.
• Set up of laptops and equipment.

Key Outputs:

• Attend to all allocated tasks and tickets.
• Prioritises new tasks logged based on urgency and level of attention and allocates and routes resources to ensure appropriate attention and optimal use of resources.
• Follows up on existing and outstanding tasks to ensure successful completion and upon completion signing off on the QContact system.
• Accept technical support emails and calls to the IT Department and log.
• Assists the Service desk team in delivering technology support, deployment of new equipment, software installations, collecting of the equipment, inventory, and printer issues.

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

Work Experience:

• Experience in installing, configuring and setup up Laptops and devices.
• Strong basic computer and application skills (Excel, Word, Stock System etc).

Key Personal Competencies:

• Highly developed sense of integrity and commitment to work.
• Poses a strong work ethic and team player mentality.
• Ability to work independently.
• Excellent written and verbal communication skills 
• Proactive and accountable.
• Attention to detail is pivotal.
• Strong time-management skills.
• Problem determination and resolution.
• Willingness to learn.

Education Requirements

• A minimum of Grade 12 is required.
• Studying towards an IT-related Diploma or Degree.
• Advantageous: Qualification in technical subject/s like A+, N+, AZ-900, AZ-104, etc.