Helpdesk Agent: Tier 2 - Herotel

Applications are invited for the Helpdesk Agent – Tier 2 position to be based in Potchefstroom / Klerksdorp / Ventersdorp.

PURPOSE OF THE ROLE:

Tier 2 Helpdesk Agents provide first and second line, as well as core advanced customer support. This includes escalations from Tier 1 Agents, advanced troubleshooting, and acting as shift team captain as assigned.

Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point), and occasionally VOIP (Voice over IP).

The Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, Distant-Desktop, RouteThis and e-mail), using Herotel's ticketing and tracking systems. Calls that cannot be resolved are escalated appropriately.

Tier 2 Agents may also be required to support the shift teams, providing guidance and support as the team captain.

The career path for Tier 2 Helpdesk Agents within Herotel includes Helpdesk Helpdesk Team Leader, NOC (Network Operations Centre) Department Network Engineer and Team Leader, or Field Operations

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

Customer-first and second-line customer support:

• Offer first and second-call resolution support to customers via telephone, WhatsApp, Webchat, Distant-Desktop, Route-this and e-mail, including escalations from Tier 1 Agents.
• Provide more advanced customer support including common mid-level technical questions such as local systems set-up, local network issues, compliance with data standards and applying technical solutions to issues that have established resolution methods.
• 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, manage ticket queue to ensure optimal support, and update ticket status daily or as required.
• 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 & WhatsApp for messages requiring call backs.

Troubleshooting, problem-solving and monitoring:

• Gather information through analytical troubleshooting or problem research to determine the nature of faults (including determining whether the fault is a customer side or WAN fault).
• Make use of troubleshooting tools such as tracert, ping, bandwidth test and Route This.
• Monitoring of Network using PRTG and Zabbix.
• Where the call cannot be resolved, escalate the call timeously to the correct person or team (Team Leader/Team Captain or Technical, NOC, RF (Radio Frequency), Fibre, or Field Ops teams).
• Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately.

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).
• Develop wireless infrastructures and make recommendations on systems enhancements for optimizations.

Team Support:

• Support and assist with the development, training, and upskilling of Tier 1 agents.
• Act in the role of shift captain, when assigned, to support the smooth operations and optimal customer support during each shift.
• 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 (Standard Operating Procedure).
• 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:

Competencies:

• Leadership potential
• Analytical thinking
• Communication skills (verbal and written)
• Customer orientation (building rapport, handle complaints)
• Continuous learning ability (including technical aptitude)
• Decision making
• Follow up
• Problem-solving and resolution
• Teamwork
• Inter-personal relations
• Employee development
• Time management

Knowledge, skills, and ability:

• Networking, ICT and Telecommunications technology and industry knowledge.
• Proven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches.
• Troubleshooting skills in a networking environment.
• Advanced understanding of PC hardware setup and configuration is advantageous.
• Layer 2 switching knowledge/ability is advantageous.
• Knowledge of Mikrotik, Cambium, Ubiquiti and Totolink hardware.
• Work independently, including remotely (when required).
• Willing and able to work shifts, including evenings and weekends.
• Work under pressure and according to specific call resolution targets.
• Microsoft Office (Outlook, Teams – required, Word and Excel advantageous).
• Coach and train Tier 1 Agents and other team members on the job.
• Proficient in English (written and verbal), a second language preferable.

Education Requirements:

• Grade 12 / Senior Certificate.
• N+ & A+ certification, or a minimum of 3 years' experience in an Internet Service Provider helpdesk call center or ticketing environment.
• Min 3 years of experience working with Wireless and Wi-Fi Routers.
• Additional ICT qualification (including MTNCA) advantageous.