Helpdesk Agent 230 views

Hiring for a Helpdesk Agent

Location: South Africa

Job Type: Full-time

Purpose of The Role:

The Tier 2. The helpdesk Agent’s role is to provide a single point of contact for end-users to receive support and maintenance.

Responsibilities:

Key Performance Areas would include but are not limited to: Provide 2nd line support and resolve queries via phone and email. Determine the nature of faults and the steps required to rectify them. Resolving the job when normal service is resumed. Troubleshooting wireless equipment and 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 local system set-up, local network issues, compliance with data standards, and applying technical solutions to issues that have established resolution methods. Monitoring of network using PRTG and Dude. Supporting remote and local users with email and configurations.

Develop wireless infrastructure and make recommendations on system enhancements for optimizations. Dig deeper to find the problem for no more than 30 minutes. Ensuring that all clients are always updated on a day-to-day basis. Installing and configuring various network devices. Manage and maintain personal ticker queue. Assist with internal training to minimize skill gap between 1st and 2nd Tier. Utilize and contribute to internal technical documentation and knowledge base.

Experience/Skills:

• A minimum of 2 years 2nd line hands-on experience in a helpdesk support role.
• 2 years’ experience with wireless technology, configuration, and management of routers.
• Experience with Mikrotik routers and networking devices, and a generally strong grasp of routing and switching.
• Good problem-solving skills along with the ability to work in a pressurized environment.
• Good understanding of PC hardware setup and configuration.
• Proven customer care experience.
• Qualifications:
• Senior Certificate.
• Relevant IT Qualifications: A+, N+, MCSE, or MCIPT.

Interested candidates please apply with resume, cover letter, qualifications, and copy of ID.