Helpdesk Tier 2
Tier 2 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 Technicians remotely. Provides second line support via telephone, WhatsApp, and e-mail. Provides first line support via telephone, WhatsApp, and e-mail to SLA/VIP clients. Strives to resolve all faults presented daily. Determine nature of faults and the steps required to rectify it permanently. Check Tier 1 troubleshooting before confirming ticket may be sent for a call-out. Provides basic to advanced troubleshooting on customer-side faults. Receive, troubleshoot, and resolve Tier 1 escalated queries. Assist with any ticket backlog of Tier 1 when applicable. Escalate complex queries to Team Leader or Tier 3. Assist Field Technicians remotely with troubleshooting, config & service credentials. Ensures 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-backs. Remote support via AnyDesk to customers. Monitoring of network using Dude. Logging line or link faults with appropriate department. Ensures that all Tier 2 tickets are updated daily, and clients have the latest feedback. Utilize and contribute to internal technical documentation and knowledge base
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