Helpdesk Tier 1

  • Herotel
  • Pretoria, Gauteng
  • 7 days ago


Job Description

Applications are invited for the Helpdesk Agent – Tier 1 position to be based in Tshwane in the Central Hub.


The Helpdesk Agent assists 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 and network related queries on Mikrotik, Cambium and Ubiquiti hardware.

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

Offer first line support to customers, which includes taking initial call from users.

Always strive for first call resolution.

Determines if fault is customer-side, or WAN-side.

Provides basic to intermediate troubleshooting on customer-side faults.

Facilitates password changes, usage reports, and general product info.

Remote support via AnyDesk to customers.

Where Helpdesk T1 Agents cannot resolve a ticket, escalate tickets to T2 Helpdesk Agents .

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/Fibre service.

Accurately screen incoming calls, redirecting calls and taking messages.

Check Microsoft Teams / WhatsApp for any callback requests.

Ensure clients are always given feedback in a timely manner.

Assist walk-in clients where applicable.

Reporting back weekly/daily on data captured per request from Manager.

Report to Manager on discovered repeat issue cases.

The successful candidate must have the following experience/skills:


Ability to work independently.

Customer service skills.

Ability to work quickly and under pressure.

Problem-solving skills.

Time management skills.

Technical aptitude.

Good Communication skills (written and verbal).

Previous experience at an ISP will be advantageous.

Basic understanding of PC hardware setup and configuration will be advantageous.

1-year Wireless/Router experience will be advantageous.

1-year Call Centre experience will be advantageous.

Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches will be compulsory.

Education Requirements:

Grade 12 / Senior Certificate.

N+ & A+ certification (Advantageous).


Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel's Employment Equity Plan.

Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application.

Please refer to our Privacy Policy on our website for further information on how we process personal information.

Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.

Similar Jobs