Nology IT / Telecom Jobs in South Africa
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Job Summary:
The primary aim of this role is to provide effective and professional technical support to all customers and provide comprehensive solutions via telephone and email.
Location: Centurion
Unique Reference: VHA 01
Key Performance Areas:
- Helpdesk support incoming and outgoing calls
- VoIP support
- Troubleshooting over phone and remote control
- Call referral and managing ticketing system
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Key Performance Indicators:
- Assisting clients with basic setup and feature configurations via email and telephone
- Troubleshoot phone functionality and ensure they are in working order
- Assist users with implementing, configuring and coding of telephone directory
- Assisting and advising clients with correct firmware updates for specific platforms
- Liaising with VoIP 2nd line support on unresolved support issues
- Ensure VoIP escalations to 2nd line support contain detailed information
- Assisting 2nd line support with full feature test on general firmware releases
- Assisting 2nd line support with adding/removing MAC addresses on the Yealink RPS system for Yealink reworks
- Ensuring that all escalated queries are attended to by 2nd line support and resolutions are comprehensible
- Advise clients on capabilities of different phone models
- Handling all incoming calls as well support emails for call desk support
- Meeting first contact resolution
- Capture calls and warranty requests on the call logging system
- Identify and report any product related trends found regarding incoming support calls
- Adding useful, accurate and technically correct support items to the knowledge base to assist with future queries/troubleshooting/training/call deflection strategies
- Use the knowledgebase (KB) in order to improve efficiency of the helpdesk while also ensuring high quality information is provided to the end-user
The above list is not exhaustive and you may be asked to undertake reasonable additional duties/projects requested by the Department Manager/Director.
Education and Qualifications Required:
- Grade 12
- N+ or ICND1
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Experience Required:
- 2+ Years in a technical helpdesk support role (non-negotiable)
- Experience in an IT/ICT company
Required Skills, Knowledge and Personal Characteristics:
- Effective computer skill
- Excellent communication (verbal, written & listening)
- Problem solving skills
- Must be solution driven
- Well organized
- Detail orientated
- Forward thinking & proactive
- Energetic and positive
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