Helpdesk agent - Tier 2

Herotel

Gauteng, South Africa

Permanent

Jul 19

The Helpdesk Agent assists Tier 1 agents with escalations. Assist clients via telephone, WhatsApp, and e-mail with internet connectivity issues (WAN side and customer side) as well as provide support for e-mails, routers, domains, and network related queries on Mikrotik, Cambium and Ubiquiti hardware. Conducts more advanced troubleshooting with clients to determine root cause of fault(s). Assists field techs remotely. Provide second line support via phone, WhatsApp and e-mailProvides first line support via phone, WhatsApp and e-mail to SLA/VIP clientsStrives to resolve all faults presented dailyDetermine nature of faults and the steps required to rectify it permanentlyCheck Tier 1 troubleshooting before confirming ticket may be sent for a call-outProvides basic to advanced troubleshooting on customer-side faultsReceive, troubleshoot and resolve Tier 1 escalated queriesAssist with any ticket backlog of Tier 1 when applicable.Escalate complex queries to Team leader or Tier 3Assist fieldtechs remotely with troubleshooting, config & service credentialsEnsures Tier 1 agent who is tasked to attend to the unassigned tickets & WhatsApp messages copes, otherwise lend assistance.Check Microsoft Teams & WhatsApp for messages requiring call backsRemote Support via AnyDesk to customersMonitoring of network using DudeLogging line or link faults with appropriate departmentEnsures that all Tier 2 tickets are updated daily and clients have the latest feedbackUtilize and contribute to internal technical documentation and knowledgebase

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Herotel

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