Channel Support Agent

Herotel; Pretoria; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A telecommunications service provider in South Africa is seeking a Channel Support Agent - Tier 2. This role involves assisting clients with escalations related to internet connectivity, providing advanced troubleshooting and support on network-related queries using Mikrotik and Cambium hardware. The ideal candidate will have excellent customer service skills and the ability to work under pressure. This position offers flexibility with both remote and in-person work options.

Qualifications

• Excellent grasp of routing and switching.
• Ability to work quickly and under pressure.
• Previous experience at an ISP will be advantageous.

Responsibilities

• Provide support via telephone, WhatsApp and e-mail.
• Resolve faults presented according to Support SLA timelines.
• Escalate complex queries to Team Leader.

Skills

Knowledge of WiFi routers

Understanding of TCP/IP

Customer service skills

Problem-solving skills

Strong Communication skills

Education

Grade 12 / Senior Certificate

MTCNA

A+ Certification

Tools

Mikrotik

Cambium

Ubiquiti

Job description

Pretoria, ZA -Hybrid (Remote And In Person)Full-TimeHerotel BusinessJob OpeningsChannel Support Agent - Tier 2Applications are invited for the Channel Support Agent - Tier 2 position.

This position will have remote work flexibility, reporting to the Channel Support Team LeaderPURPOSE OF THE ROLE : The Channel Support Agent – Tier 2 will assist channel clients with escalations via telephone, WhatsApp and e‑mail / tickets with internet connectivity issues (WAN side and customer side / Layer 2 and Layer 3 services) as well as provide support on network‑related queries on Mikrotik, Cambium and Ubiquiti hardware and conducts advanced troubleshooting with clients to determine root cause of faults.Key Performance Areas would include, but are not limited to : Provides support via telephone, WhatsApp and e‑mail / tickets.Resolve all faults presented in accordance with the specified Support SLA timelines.Determine nature of faults and the steps required to rectify it permanently.Provides advanced troubleshooting on customer‑side faults.Escalate complex queries to Team Leader or Operations Support Manager.Assist Field Technicians remotely with troubleshooting, config & service credentials.Monitoring of client services via Zabbix.Logging line or link faults with appropriate department.Ensures that all Tier 2 tickets are updated as per SLA and clients have the latest feedback.Utilize and contribute to internal technical documentation and knowledgebase.Setup and configuration and testing of Layer 2 services on NNI's.Engage, process and coordinate call‑outs required within branches.Working in shifts to provide 24 / 7 support service as per the Channel Support SLAKey Outputs : Ticket ResolutionFirst Call Resolution (FCR)Customer SatisfactionTicket Quality and DocumentationTechnical TroubleshootingSystem and Tool UsageShift Adherence and AvailabilityTeam CollaborationLearning and DevelopmentThe successful candidate must have the following experience / skills : Work Experience and Competency Requirements : Knowledge and understanding of WiFi routers is required.Knowledge and understanding of TCP / IP, DNS, DHCP, E-mails is required.Excellent grasp of routing and switching.Mikrotik, Cambium, Ubiquiti experience.Previous experience at an ISP will be advantageous.Analytical with the ability to identify broad spectrum problems which may affect multiple services.Customer service skills.Problem-solving skills.Time management skills.Ability to work independently.Ability to work quickly and under pressure.Strong Communication skills (written and verbal) with particular attention to detailQualificationsGrade 12 / Senior Certificate.Mikrotik, Cambium, Ubiquiti experience.MTCNAN+ & A+ CertificationApplications to be sent to : If interested and meet all requirements, please submit your CV with contactable references.Applications to be submitted by no later than close of business on Friday, 12 September

• .PLEASE NOTE : Preference will be given to Previously Disadvantaged Individual candidates, in line with Herotel Business' Employment Equity Plan.Submission of your CV provides Herotel Business with your express consent for us to process your personal information contained therein, for purposes of processing your application.Please refer to our Privacy Policy on our website for further information on how we process personal information.If you do not hear from us within 14 days, please deem your application as unsuccessful.