Helpdesk – Tier 1

Company HeroTel Snowball
Reference # 06
Published 28/04/2021
Contract Type Permanent
Salary Market Related
Location Stellenbosch, Western Cape, South Africa
Applications are invited for the above-mentioned position to be based in Stellenbosch.
This person will report to the Helpdesk Team Leader.
Job Functions Call Centre,Communications,Information Technology
Industries ICT – Information & Communications Technology
The Helpdesk Agent assists clients via telephone and email, with internet service issues and provide support for network related queries on Mikrotik and Qbiquiti equipment setups.

Key Performance Areas would include, but are not limited to:

•Offer first line support to customers
•Takes the initial call from users
•Log tickets for all client queries and escalate as necessary (close tickets if resolved)
•Addresses basic customer queries (general queries, non-technical questions, password recovery, website navigation assistance, basic troubleshooting, basic procedural ‘how to’ questions)
•Supplying clients with general information regarding their Wireless service & responding on email
•Accurately screen incoming calls, redirecting calls and taking messages
•Document basic processes as well as required external escalation steps and contact info when assisting with escalations
•Escalate technical queries to Tier 2 Engineers
-No Internet:
-Check Power LED on PoE
-LAN Cable to RB
-Powercycled PoE
-Check-in CCR neighbour for possible antenna IP
-If all above give no improvement escalate to Tier 2
-Check the packet loss to VoIP provider
-Check the ping results
-Check the condition of the link to the high site
-Check ping result from antenna to the high site
-Torch the line for possible heavy traffic
-Check the WiFi frequency
-Check for overheating (CPU)
-Check cables are securely connected
-Change wireless channel
-Update router/antenna firmware
4.Slow internet:
-Latency check to google (Ping)
-Traceroute from client to DC
-Check CPU
-Check firmware
-Check queue from NAS if the client is maxing out his line speed
-Check latency to the sector and in the sector

•Analytical approach
•Ability to work independently
•Customer service skills
•Ability to work quickly and under pressure
•Problem-solving skills
•Time management skills
•Technical apptitude
•Good Communication skills (written and verbal)
•Previous experience at an ISP will be added advantage
•Basic understanding of PC hardware setup and configuration
•Wireless and Routing experience – 1 year
•Call Centre experience – 1 Year (Advantageous)
•Minimum experience