Helpdesk Agent – Tier 2
- Bloemfontein, Free State Mangaung, Free State
- Permanent
- Full-time
impeccable all-around customer service. This person will mainly focus on inbound support for connectivity.Key Performance Areas would include, but are not limited to:
- Offer first line support to customers
- Provide second line support via phone and email
- Resolve queries via phone and email
- Determine nature of faults and the steps required to rectify it
- Resolve the fault when normal service is resumed
- Troubleshooting wireless equipment failover fault and amending if needed
- Receive, troubleshoot and resolve Tier 1 escalated queries
- Escalate complex queries to Team leader or Tier 3
- Provide customer support with common mid-level technical questions such as local systems set-up, local network issues, compliance with data standards and applying technical solutions to issues that have established resolution methods
- Monitoring of Network using PRTG and Dude
- Supporting remote and local users with email and configurations
- Dig deeper to find problems, no more than 30 mins
- Ensuring that all clients are always updated on a daily basis
- Install and configure various network devices (routers, switches, firewalls, VPN, phones, etc.)
- Manage and maintain personal ticket queue
- Assist with internal training in order to minimize skill gap between 1st and 2nd tier
- Grade 12 / Senior Certificate / N+
- Wireless Technology experience – 2 years
- Configuration and management of routers – 2 years
- Experience with TCP/IP, DNS, DHCP, routers, IP routing, and switches
- Good problem-solving skills along with ability to work in pressurised environment
- Basic understanding of PC hardware setup and configuration
- Customer care experience
- Analytical
- Ability to work independently
- Customer service skills
- Ability to work quickly and under pressure
- Problem-solving skills
- Time management skills
- Communication skills (written and verbal)
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