Helpdesk Operator

Company HeroTel Snowball
Reference # 1
Published 19/03/2021
Contract Type Permanent
Salary Market Related
Location Stellenbosch, Western Cape, South Africa
an Internet Service provider in Stellebosch requires a Helpdesk Agent to assist with clients via telephone and email, with internet service issues and provide support for network related queries on Mikrotik and Ubiquiti equipment setups.
Job Functions Call Centre
Industries ICT – Information & Communications Technology
• Accurately screen incoming calls, redirecting calls and taking messages.
• Attentive to the call log and identifying possible outages based on the call volume.
• Supplying clients with general information regarding their Wireless service, Fibre service &
responding to email.
• Assisting clients with basic support queries and performing basic troubleshooting.
2. Tickets
• Log tickets for all client queries, add standard checklist in the ticket and escalate as necessary.
• Monitoring Tickets to ensure that tickets are handled / resolved efficiently and in a timely manner
• Focus on technical tickets – ensuring prompt responses and escalation of issue cases
• Escalation on repeated issues of the same nature for a specific client or tickets that have been
open for more than 3 days without being resolved.
• Quick turnaround time for resolving queries. 2
• Escalate issues accordingly to Tier 2 Engineers.
3. Other
• Solve basic configuration issues.
• Follow basic processes as well as required external escalation steps and contact info when
assisting with escalations.
• Focusing on monitoring systems – always be aware of the statuses on monitoring systems including
but not limited to Dude and PRTG.
• Timely communication both internally and externally (clients).
• Continuous training and research outside of office hours (keeping up with what is trending in the

Industry related (internet services)
Technical aptitude
Proven experience in dealing with customers / call center experience
Proficiency in English and Afrikaans
Accuracy and attention to detail
Fast learner and being proactive
Self-motivated with a results-driven approach
Great speaking voice

Grade 12 / Senior Certificate
N+ & A+ certification (Advantegous)

Job Closing Date 02/04/2021