Open Positions at HeroTel

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

• Assist in the construction, installation and maintenance of communications tower, fibre networks and support structure.
• Meet project deadlines and be able to respond to any type of network tower outage, this includes both highsite outages as well as fibre network breaks.
• Climb tall structures daily (50 meters or more) with a load of up to 20kg.
• Analyse situations accurately, Identifying potential future risk factors that will influence the performance of the high site and maintaining a safe working environment, while executing an appropriate course of action as presented by a senior team member when risks become apparent.
• Climbing and working on communications towers for the purpose of installing, replacing and repairing antenna systems/equipment and general tower maintenance.
• Building and repairing fibre network infrastructure for the purpose of maintaining and expanding the existing fibre infrastructure where damages might occur or small expansions are needed.
• Install and maintain various cable and connector types.
• Weatherproof all types of installations.
• Install, maintain and repair power equipment and data routers.
• Follow instructions accurately according to the work schedule (ticket/job card). Escalate situations to the senior technician and/or infrastructure team leader when factors may arise that will impair him/her in completing his/her work order successfully.
• Identify safety hazards and perform duties in a safe manner.
• Communicate and report verbally and in writing to other team members and management.
• Work with and maintain basic hand tools and mechanical equipment.
• Travel extensively, sometimes at short notice.
• Erecting of self-supporting and stayed masts.
• Lead a team and mentor less experienced tower technicians.
• Must be able to plan the construction of future infrastructure need
• Any ad Hoc tasks as required by their manager.

The successful candidate must have the following experience/skills:

• 2 to 4 years of industry experience.
• Driver's license (Off-road driving experience will be advantageous).
• Must meet the requirements of and have an up-to-date medical certificate.
• Successfully completed the Working at Heights and Tower Rescue Training.
• Technically inclined.
• Experience in manual labour, related to site preparation and/or equipment setup, having experience in both the ibre and RF fields with be advantageous
• Hand skills and working knowledge of hand tools and mechanical equipment
• Must be able to work at heights and confined spaces.
• Must have a good understading of the Municipal regulations and/or by-laws.
• Must be proficient in the use of safety equipment, harnesses and climbing gear.
• Be familiar with the hazards associated with tower climbing, construction equipment and working on or near nergized lines and equipment.
• Must be physically fit to climb towers via ladders, carry equipment such as tools and gear, no fear of heights, must be able to work in various environmental conditions such as winds, rain, snow, extreme heat conditions etc., the ability to climb structures (sometimes 50 meters or more) with a 20kg load.
• Analyzing situations accurately and complete assigned task, recognize safety hazards and
• perform duties in a safe manner, must be able to work under pressure and without supervision.
• Employee weight and tools combined may not exceed 125 kg weight limit as specified by the manufacturer of safety equipment.
• Employee's waist circumference must not exceed 150 cm measured at the navel as specified by the manufacturer of safety equipment.
• Intermediary computer skills.
• Intermediary understanding of electricity (AC/DC).
• Intermediary understanding of solar energy.
• Intermediary understanding of power and battery equipment.
• Intermediary network and RF principles and troubleshooting.
• Adequate knowledge of network hardware and Software.
• Adequate knowledge of routing and RF protocols.
• Intermediary knowledge of cable and trunking techniques.
• Be able to communicate effectively with the entire team.
• Have advanced fault finding and problem-solving skills.
• Able to prioritize tasks according to their importance / urgency.

Education Requirements:

• Grade 12 (Maths and science will be advantageous).
• OSHA Certification will be advantageous.

go to method of application »

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

Site Survey:

• Assist with signal’s 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, 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:

• 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 in a team.
• Willingness to work overtime.
• Previous experience in a similar work environment is advantageous.
• Have a good understanding of 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.

go to method of application »

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

Billing:

• Processing of incoming payments.
• Generate and send invoices.
• Generate credit notes.
• Resolve billing discrepancies.
• Submission of refund forms.
• Customer queries:
• Resolve customer queries and escalations efficiently and timeously.
• Liaise with internal departments and external clients to resolve outstanding queries and ensure
• timeous collection of debt.

Debt collection:

• Administration of debtor’s accounts.
• Follow up on payment arrangements made.
• Resolve and follow up on billing and payment queries.

Bad Debt:

• Cancellations
• Letter of demands.
• Ensure timeous suspensions on overdue accounts.
• Weekly monitoring and reconciliation of overdue accounts.
• Working with Age Analysis to ensure priority debtors are dealt with in a timeous manner.

Ticket Management and Reporting:

• Maintain accurate financial records.
• Assist with daily operational statistics and reporting.
• Assist Team Leader – Accounts and Accounts Manager with ad hoc tasks where possible.

Key Outputs:

Billing:

• Efficiently manage payment processes, invoices and credit notes while resolving discrepancies and handling refunds.

Customer Queries:

• Swiftly address and resolve customer queries.

Debt Collection:

• Collaborate with internal and external stakeholders for timely debt collection.
• Administer debtor accounts and manage bad debt.
• Ensure timely resolution of cancellations and overdue accounts.

Ticket Management and Reporting:

• Maintain accurate financial records.
• Contribute to daily operational statistics and reporting.
• Provide support for ad-hoc tasks to the Accounts team.

The successful candidate must have the following experience/skills:

• Experience In a similar role will be advantageous.
• Good knowledge of experience in accounting systems.
• Experience in customer service and ability to deal with difficult customers.
• Proficient in computer software programs including Excel.
• Ability to work independently and manage multiple accounts.
• Excellent communication skills; verbal and written.
• Effective time management skills and ability to prioritise.
• Ability to work under pressure.
• High level of accuracy.
• Strong team player.

Education Requirements:

• Minimum Grade 12.
• Suitable degree in Accounting or Bookkeeping will be advantageous.

go to method of application »

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).

go to method of application »

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

• Maintain office policies and procedures (HR related activities such as loading approved leave on Sage).
• Maintain contact lists.
• Book and make travel arrangements.
• Act as the point of contact for internal and external clients.
• Answer and direct phone calls.
• Organise and schedule appointments.
• Plan meetings and take detailed minutes.
• Write and distribute email, correspondence memos, letters, faxes and forms.
• Assist in the preparation of regularly scheduled reports.
• Handle sensitive information in a confidential manner.
• Develop and update administrative systems to make them more efficient.
• Resolve administrative problems.
• Any adhoc tasks as required by their Manager (reporting, admin or personal assistant tasks).

The successful candidate must have the following experience/skills:

• Proven experience as an Administrative Assistant or Office Admin Assistant.
• Knowledge of office management systems and procedures.
• Working knowledge of office equipment, like printers and scanners.
• Proficiency in MS Office (MS Excel and MS PowerPoint).
• Excellent time management skills and the ability to prioritize work.
• Attention to detail and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to multi-task.

Education Requirements:

• Grade 12 or equivalent qualification at NQF level 4.
• Additional qualification as an Administrative Assistant or Secretary will be an advantage.

go to method of application »

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).

go to method of application »

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

• Professionally answering and routing incoming telephone calls.
• Welcoming, greeting and directing customers and visitors appropriately.
• Attending to the needs of customers and visitors, to ensure a superb customer service experience.
• Maintain the busy front desk/reception area as the face of the company.
• Answer and direct phone calls to relevant departments.
• Taking and passing on all messages to the relevant parties.
• Organizing meeting rooms.
• Administrative and general support to Management.
• Handling all post and courier matters.
• File documents correctly and keep files up to date.
• Keep a neat and clean reception area by complying with procedures, rules, and regulations.

The successful candidate must have the following experience/skills:

• Minimum of 2 years Receptionist experience.
• MS Office proficiency.
• Experience in providing quality customer service.
• Reliable and focused.
• Efficient communication with the entire team.
• Shows problem solving skills.
• Able to prioritize tasks according to their importance / urgency.
• Able to manage time efficiently.
• Is well-presented and neatly dressed.
• Fluent in English and Afrikaans.
• Able to follow instructions accurately and adequately.

Education Requirements:

• Grade 12 or equivalent qualification at NQF Level 4.