Job Description

1. Purpose of the Role

The Tier 2 Support Agent is responsible for handling escalated technical support issues that cannot be resolved by Tier 1, as well as performing on-site support when required. This role ensures that customers receive advanced troubleshooting, technical expertise, and timely resolutions, while maintaining Procom's standards of quality and service delivery.

The Tier 2 Support Agent bridges the gap between remote support and field service, providing a high level of technical problem-solving across multiple product lines and technologies.

2. Key ResponsibilitiesA. Escalated Technical Support

Act as the primary escalation point for unresolved Tier 1 tickets. Provide advanced troubleshooting for ICT systems, networking, printers, VoIP, CCTV, and other Procom services. Work closely with the Technical Manager to resolve complex technical issues. Ensure SLA compliance on escalated support tickets.
B. On-Site Support

Attend customer sites to resolve issues that cannot be fixed remotely. Perform hardware installations, configurations, and advanced diagnostics. Support Field Service Coordinators with escalated technical field jobs. Ensure customer sign-off on job completion and document all work done.
C. Ticket & Job Management

Log all activities in the ERP system. Update ticket/jobcard status promptly with detailed notes of work performed. Identify recurring issues and provide feedback to the Operations Manager and Technical Manager.
D. Customer Service

Provide professional, courteous, and knowledgeable service to customers at all times. Ensure customers are kept informed on progress and resolution timelines. Escalate serious service concerns to the Operations Manager immediately.
E. Collaboration & Training

Assist Tier 1 agents with mentoring and technical guidance. Provide feedback to the Technical Manager on areas where training is needed. Collaborate with Field Technicians to ensure consistency in service standards.
Job Type: Full-time

Pay: R12000,00 - R15000,00 per month

Experience:

Technical: 3 years (Required)
Work Location: In person