IT Helpdesk Agent - CT

• Shift 1: 7:00 AM – 4:00 PM
• Shift 2: 8:00 AM – 4:30 PM
• Shift 3: 8:00 AM – 4:30 PM
• Shift 4: 1:00 PM – 10:00 PM

• Shift 1: 7:00 AM – 3:00 PM
• Shift 2: 2:00 PM – 10:00 PM

• Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, Distant-Desktop, and Route
• Provide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.
• Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
• Record support requests in the client's ticketing system
• Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers
• Providing updates at least hourly or daily as necessary.
• Consistently monitor Microsoft Teams and WhatsApp for messages.

• Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.
• Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.
• Monitoring of Network using Dude and Zabbix.
• Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).
• Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately.

• Provide basic to advanced troubleshooting on customer-side faults, including password changes, usage reports, application login problems for all value-added services such as VOIP (Voice over IP) and email).

• Identify network issues (e.g., uplink problems, such as a backhaul upstream service provider problem, a Fibre PON failure, or a wireless tower failure) through gathering information and

• Develop wireless infrastructures and make recommendations on systems enhancements for optimizations.

• Provide support to Helpdesk Teams by assisting with ticket backlogs when required.
• Adhere to and contribute to internal technical documentation and knowledgebase.
• Reporting back regularly on ad hoc requests for data capturing relating to specific projects or assignments.
• Work in a team and collaborate to improve customer support.
• Research and remain up to date with current industry and technologies and share learnings with the team.
• Become familiar with department policies and SOPs (Standard Operating Procedure).
• Learn to use company software programs and tools.
• Attend and participate in team MOS (management operating systems) meetings.

• Provide efficient first-call resolution across various communication channels.
• Address technical issues promptly, ensuring updates and follow-ups as necessary.

• Troubleshoot customer-side and internal network faults effectively using diagnostic tools.
• Escalate unresolved issues to the appropriate teams, ensuring seamless service continuity.

• Support team operations by managing ticket backlogs and contributing to internal documentation.
• Share industry knowledge and technical advancements with the team to improve overall support quality.

• Monitor network systems, identify trends in incoming calls, and escalate recurring issues proactively.

• Follow company policies, SOPs, and technical guidelines while ensuring customer satisfaction.
• Participate in team meetings and contribute to continuous process improvements.

• Be analytical.
• Have the ability to work independently.
• Have Customer service skills and/or great Interpersonal skills.
• Problem-solving and Time management skills.
• Have technical aptitude.
• Good Communication skills (written and verbal).
• Have a basic understanding of PC hardware setup and configuration will be advantageous.
• Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches is required.

• Leadership potential.
• Analytical thinking.
• Communication skills (verbal and written).
• Customer orientation (building rapport, handling complaints).
• Continuous learning ability (including technical aptitude).
• Decision making.
• Follow up.
• Problem solving and resolution.
• Teamwork.
• Inter-personal relations.
• Employee development.
• Time management.

• Min 3 years of experience working with Fiber networks, Wireless, and Wi-Fi Routers.
• Networking, ICT, and Telecommunications technology and industry knowledge.
• Proficient in Microsoft Office (Outlook, Teams required, Word and Excel advantageous).
• Knowledge of Mikrotik, Cambium, Ubiquiti and Totolink and TP Link hardware.
• Proven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches.
• Troubleshooting skills in a networking environment.
• Advanced understanding of PC hardware setup and configuration advantageous
• Layer 2 switching knowledge/ability advantageous
• Proficient in English (written and verbal), second language preferable.
• Work independently, including remotely (when required).
• Willing and able to work shifts, including evenings and weekends.
• Work under pressure and according to specific call resolution targets.

• Grade 12 / Senior Certificate.
• N+ & A+ certification (beneficial)
• Additional ICT qualification (including MTCNA), (CCNA) advantageous.

The Talent Room