Open Vacancies 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.
• Any ad Hoc tasks as required by their manager.

The successful candidate must have the following experience/skills:

• 1 to 2 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.
• 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.
• Basic computer skills.
• Basic understanding of electricity (AC/DC).
• Basic understanding of solar energy.
• Basic understanding of power and battery equipment.
• Basic network and RF principles and troubleshooting.
• Adequate knowledge of network hardware and Software.
• Adequate knowledge of routing and RF protocols.
• Basic knowledge of cable and trunking techniques.
• Be able to communicate effectively with the entire team.
• Have basic 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).

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

• Assist the Technician in performing his/her duties.
• Be supportive in his/her duties and learn and build experience from it.
• Be subservient to their Technician with all reasonable instructions.
• Maintain order in the vehicle, keep it clean and organized.
• Keep all tools packed away and in good order when not in use.
• Maintain a safe working environment for the team.
• Be courteous and respectful to the customer.
• Adhere to all Health and Safety requirements.
• Any ad Hoc tasks as required by their Manager (reporting, admin or personal assistant tasks).
• Handling and transporting materials on the work site.
• Cleaning vehicles and equipment.
• Dress/prepare poles.
• Dig holes for poles to be planted.
• String aerial cable.
• Digging of trenches.
• Installation of manholes/handholes.
• Communicate with and update Team Leader.
• Assist with stocktaking.
• Housekeeping.

The successful candidate must have the following experience/skills:

• Be proficient in the use of hand tools.
• Should be comfortable at working at heights and confined spaces.
• Be fit for physical activities.
• Have a good understanding of Health and Safety requirements.
• Cabling experience will be advantageous.
• Need to be able to read and write.
• Be technically inclined.
• Experienced in working with underground utilities.
• Experienced in working with fibre optic cabling.
• Good communication skills.
• Need to be healthy and fit.
• Ability to work with general hand tools and equipment.
• Ability to read and comprehend instructions.
• Self-driven.

Education Requirements:

• Grade 12.

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

• Provide Management with advice and support on all matters related to Health and Safety.
• Track all Health and Safety regulatory changes which will potentially impact the business.
• Conduct Health and Safety Incident/Accident investigations and report on accidents and incidents as per the requirements of the business.
• Plan and design audits to assess and address risks in order to reduce risk exposure and ensure compliance with all relevant legislation.
• Inspect and evaluate workplace environments, equipment and practices in order to ensure compliance with safety standards and regulations.
• Develop, implement and improve Health and Safety risk controls and develop current working practices.
• Ensure business and group safety procedures, policies and rules are adhered to.
• Incident plan, make certain that every site that is worked on by the technicians is assessed and that a risk assessment has been completed.
• Attend to all paperwork and administration in accordance with Health and Safety procedures and plans.
• Advise and train employees on a regular basis on Health and Safety best practices (toolbox talks, etc.).
• Follow up and make certain that the risk assessments are received in good order.
• Make certain that all employees are aware of the Health and Safety requirements.
• Prevent any accidents from accuring onsite by ensuring that all health and safety requirements are met.
• Maintain a high level of accuracy in following procedure and up to date paper work relating to the Health and Safety business requirements.
• Ensure each team in the HUB is implementing the correct OHS system and OHS is part of MOS.
• Tasks from Management which may not be highlighted in this related to OHS matters.

The successful candidate must have the following experience/skills:

• High attention to detail.
• A strong capacity for problem solving and critical thinking.
• Good written and verbal communication skills.
• A careful, accurate and methodical approach.
• The ability to work independently.
• Commitment to Health and Safety principles and legislation.
• Health and Safety experience.

Education Requirements:

• Relevant Health and Safety qualifications/certifications.
• Thorough understanding of the Occupational Health and Safety Legislation of South Africa.
• Health and Safety experience.
• First Aid qualification.

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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 years’ experience in General or Sales Administration.

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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:

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).