Helpdesk Agent - Tier 2

Citi-Tech South Africa; Hartenbos; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading technical support service is seeking a Tier 2 Helpdesk Agent located in Hartenbos, Western Cape. The role involves providing advanced customer support, troubleshooting, and assisting Tier 1 agents. Candidates should have strong problem-solving skills, good communication abilities, and a technical background, preferably with experience in ISP environments. Opportunities for career advancement are available within the organization.

Qualifications

• Ability to work independently.
• Ability to work quickly and effectively under pressure.
• Previous experience at an ISP is advantageous.

Responsibilities

• Provide first and second call resolution support.
• Use analytical troubleshooting techniques for faults.
• Support the development and training of Tier 1 Agents.

Skills

Analytical skills

Strong customer service skills

Problem-solving skills

Time management skills

Technical aptitude

Good communication skills

Education

Grade 12 / Senior Certificate

N+ & A+ certification

Job description

Role Purpose

The role of Tier 2 Helpdesk Agents is to provide advanced customer support, serving as the first and second line of contact for customers. This includes handling escalations from Tier 1 Agents, conducting advanced troubleshooting, and occasionally acting as the shift team leader. The support provided covers issues related to customer internet connectivity, emails, routers, network hardware, and occasionally Voice over IP (VOIP) services. Helpdesk Agents assist customers through various communication channels and utilize Citi-Tech's ticketing and tracking systems. Any unresolved issues are appropriately escalated. There are opportunities for career progression within Citi-TEch for Tier 2 Helpdesk Agents, leading to positions such as Helpdesk Team Leader, Network Engineer, and Team Leader in the Network Operations Centre (NOC) or Field Operations.

Key Responsibilities

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

Customer support:

• Provide first and second call resolution support to customers via telephone, WhatsApp, web chat, remote desktop, and email, including escalations from Tier 1 Agents.
  
• Offer advanced customer support for mid-level technical questions, such as local system setup, network issues, data standards compliance, and applying technical solutions with established methods.
  
• Assist walk-in clients when necessary.
  
• Screen incoming calls, redirect them to the appropriate departments, and accurately record and relay messages when needed.
  
• Log requests via our ticketing system, manage the ticket queue for optimal support, and provide regular updates on ticket status.
  
• Strive to resolve issues permanently on the first call and within the same day, including regular feedback to customers (minimum hourly and no less than daily).
  
  

Troubleshooting and monitoring:

• Use analytical troubleshooting and problem research techniques to gather information and determine the nature of faults, distinguishing between customer-side and WAN faults.
  
• Utilize troubleshooting tools such as tracert, ping, bandwidth tests, and Route This.
  
• Monitor the network using Zabbix.
  
• Escalate calls promptly to the appropriate person or team (Team Leader or Technical, NOC, RF, Fibre, or Field Ops teams) when unable to resolve the issue.
  
• Identify trends in incoming calls, issues, and support requests and promptly escalate them to the Team Leader.
  

Internal/network faults:

• Identify network issues through information gathering and troubleshooting, such as uplink problems, fibre PON failures, wireless tower failures, and escalate them through the ticketing system to the NOC.
  
• Remotely assist Field Technicians with troubleshooting, configuration, and service credentials.
  
• Contribute to the development of wireless infrastructures and provide recommendations for system enhancements.
  

Team support:

• Support the development, training, and upskilling of Tier 1 Agents.
  
• Act as a shift team leader, when assigned, to ensure smooth operations and optimal customer support during each shift.
  
• Assist Helpdesk Teams by addressing ticket backlogs when required.
  
• Adhere to and contribute to internal technical documentation and knowledge base.
  
• Regularly report on ad-hoc data capturing requests related to specific projects or assignments.
  
• Collaborate with the team to improve customer support.
  
• Stay updated with industry trends and technologies and share knowledge with the team.
  
• Familiarize oneself with department policies and standard operating procedures (SOPs).
  
• Learn and effectively use company software programs and tools.
  
• Attend and actively participate in team meetings.
  
  
  

Requirements


Required Skills and Experience

• Analytical skills.
  
• Ability to work independently.
  
• Strong customer service skills.
  
• Ability to work quickly and effectively under pressure.
  
• Problem-solving skills.
  
• Time management skills.
  
• Technical aptitude.
  
• Good communication skills (both written and verbal).
  
• Previous experience at an ISP is advantageous.
  
• Basic understanding of PC hardware setup and configuration is advantageous.
  
• 1-year experience with Wireless/Routers is advantageous.
  
• 1-year experience in a Call Centre is advantageous.
  
• Knowledge and understanding of TCP/IP, DNS, DHCP, routers, and switches is essential.
  

Educational Requirements

• Grade 12 / Senior Certificate.
  
• N+ & A+ certification (Advantageous).