Helpdesk Agent – Tier 2
STELLENBOSCH
R 13 000 per month


The Helpdesk Agent’s role is to provide a single point of contact for end users to receive support and maintenance. This person will be based in Stellenbosch.

Reports to:

Responsibilities

• Provide second line support via phone and email
• Resolving queries via phone and email
• Determine nature of faults and the steps required to rectify it
• Resolving the job when normal service is resumed
• Troubleshooting wireless equipment failover fault and amending if needed
• Troubleshooting of line faults
• Receive, troubleshoot and resolve Tier 1 escalated queries
• Escalate complex queries to Team leader or Tier 3
• Provide customer support with common mid-level technical questions such as fibre lines, local systems set-up, local network issues, compliance with data standards and applying technical solutions to issues that have established resolution methods
• Logging line or link faults with appropriate service providers
• Monitoring of Network using PRTG and Dude
• Supporting remote and local users with email and configurations
• Develop wireless infrastructures and make recommendations on systems enhancements for optimizations
• Dig deeper to find problem in no more than 30 mins.
• Ensuring that all clients are always updated on a day to day basis
• Installing and configuring various network devices (routers, switches, firewalls, VPN, phones, etc.)
• Manage and maintain personal ticket queue
• Assist with internal training in order to minimize skill gap between 1st and 2nd tier
• Utilize and contribute to internal technical documentation and knowledgebase
• Ability to do solutions architecture
• Will be expected to travel from time to time as well as work shifts

Qualification and Experience

• Matric (N+)
• Wireless Technology and Fibre experience – 2 years
• Configuration and management of router – 2 years
• Experience with Mikrotik routers and networking devices, and a generally strong grasp of routing and switching
• Experience with FTTB, TCP/IP, DNS, DHCP, routers, IP routing, and switches
• Basic understanding of PC hardware setup and configuration
• Customer care experience
• MTCNA
• WIFi Qualifications
• In house training
Skills and Competencies

• Analytical
• Ability to work independently
• Customer service skills
• Ability to work quickly and under pressure
• Problem-solving skills
• Time management skills
• Communication skills (written and verbal)
• Good problem-solving skills along with ability to work in a pressurized environment