Channel Support Agent - Tier 2

Are you a technically skilled network support professional who thrives on solving complex connectivity problems? Join our Operations team as a Channel Support Agent – Tier 2 in Tshwane / Plattekloof, where you'll support Channel clients with escalations across telephone, WhatsApp and e mail/tickets, resolving WAN side and customer side network faults on Mikrotik, Cambium and Ubiquiti hardware.

This role is perfect for someone analytical, customer focused and comfortable working independently under pressure to keep clients connected around the clock.

What you'll do:

• Provide support via telephone, WhatsApp and e mail/tickets
• Resolve all faults presented in accordance with the specified Support SLA timelines
• Determine the nature of faults and the steps required to rectify them permanently
• Provide advanced troubleshooting on customer side faults
• Escalate complex queries to the Team Leader or Operations Support Manager
• Assist Field Technicians remotely with troubleshooting, configuration and service credentials
• Monitor client services via Zabbix
• Log line or link faults with the appropriate department
• Ensure all Tier 2 tickets are updated as per SLA, keeping clients informed with the latest feedback
• Contribute to and utilise internal technical documentation and the knowledgebase
• Set up, configure and test Layer 2 services on NNIs
• Engage, process and coordinate call outs required within branches
• Work shifts to provide 24/7 support as per the Channel Support SLA

What you'll need:

• Grade 12 / Senior Certificate
• MTCNA certification
• N+ and A+ certification
• Mikrotik, Cambium and Ubiquiti experience
• 3 years' network experience
• Knowledge and understanding of WiFi routers
• Knowledge and understanding of TCP/IP, DNS, DHCP and e mail systems
• Excellent grasp of routing and switching
• Previous experience at an ISP is advantageous
• Analytical thinking with the ability to identify broad spectrum problems affecting multiple services
• Strong customer service, problem solving and time management skills
• Ability to work independently, quickly and under pressure
• Strong communication skills, written and verbal, with particular attention to detail

What we offer:

• Exposure to a dynamic workplace
• A chance to grow your skills through our internal academy
• A friendly, team driven environment
• Group Risk Benefits
• Medical Benefits
• Health and Lifestyle Programmes

Important Disclaimer:

• Please ensure that the information you provide in your application is true, accurate, and correct.
• Preference will be given to candidates from Designated Groups, as defined by the Employment Equity Act and in line with Herotel's Employment Equity Plan.
• By submitting an application, you consent to the processing of your personal information in accordance with POPIA for recruitment purposes. For more details on how we handle personal information, please refer to our Privacy Policy on our website.
• If you do not hear from us within 14 days, please consider your application unsuccessful.