Jean-Mari Hellig Consult Available Job Opportunity – Apply Now!

A company in Potchefstroom is looking for an IT Helpdesk Agent to join their team.

 

 

 

 

Job Title: IT Helpdesk Agent
Location: Potchefstroom

Job Summary:
Duties & Responsibilities:

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.

Your Key Responsibility Areas:

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.

Desired Experience & Qualification:
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.

Qualifications:

Grade 12 required.

N+ & A+ certification

To Apply:

Click Here!