Helpdesk Agent - Tier 1

Hartenbos, South Africa | Posted on 08/01/2025

The role of the Helpdesk Agent is to provide support to clients through various channels such as telephone, WhatsApp, and email, addressing internet connectivity issues (both customer-side and WAN-side), as well as providing assistance with e-mails, routers, and network-related queries on Mikrotik, Cambium, and Ubiquiti hardware.

Key Responsibilities

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

• Provide first-line support to customers, including handling initial calls from users.
• Strive for first-call resolution whenever possible.
• Determine if faults are on the customer-side or WAN-side.
• Offer basic to intermediate troubleshooting for customer-side faults.
• Assist with password changes, usage reports, and general product information.
• Provide remote support to customers using AnyDesk.
• Escalate tickets to Tier 2 Helpdesk Agents when Tie...