Helpdesk Agent at Nology

Job Summary:

The primary aim of this role is to provide effective and professional technical support to all customers and provide comprehensive solutions via telephone and email.

Location: Centurion

Unique Reference: VHA 01

Key Performance Areas:

• Helpdesk support incoming and outgoing calls
• VoIP support
• Troubleshooting over phone and remote control
• Call referral and managing ticketing system

• Assisting clients with basic setup and feature configurations via email and telephone
• Troubleshoot phone functionality and ensure they are in working order
• Assist users with implementing, configuring and coding of telephone directory
• Assisting and advising clients with correct firmware updates for specific platforms
• Liaising with VoIP 2^nd line support on unresolved support issues
• Ensure VoIP escalations to 2^nd line support contain detailed information
• Assisting 2^nd line support with full feature test on general firmware releases
• Assisting 2^nd line support with adding/removing MAC addresses on the Yealink RPS system for Yealink reworks
• Ensuring that all escalated queries are attended to by 2^nd line support and resolutions are comprehensible
• Advise clients on capabilities of different phone models
• Handling all incoming calls as well support emails for call desk support
• Meeting first contact resolution
• Capture calls and warranty requests on the call logging system
• Identify and report any product related trends found regarding incoming support calls
• Adding useful, accurate and technically correct support items to the knowledge base to assist with future queries/troubleshooting/training/call deflection strategies
• Use the knowledgebase (KB) in order to improve efficiency of the helpdesk while also ensuring high quality information is provided to the end-user

The above list is not exhaustive and you may be asked to undertake reasonable additional duties/projects requested by the Department Manager/Director.

Education and Qualifications Required:

• Grade 12
• N+ or ICND1

Experience Required:

• 2+ Years in a technical helpdesk support role (non-negotiable)
• Experience in an IT/ICT company

Required Skills, Knowledge and Personal Characteristics:

• Effective computer skill
• Excellent communication (verbal, written & listening)
• Problem solving skills
• Must be solution driven
• Well organized
• Detail orientated
• Forward thinking & proactive
• Energetic and positive