Job Description

Applications are invited for the

Wholesale Helpdesk Agent - Tier 2

position. This position will have remote work flexibility, reporting to the Team Leader - Helpdesk: Wholesale

PURPOSE OF THE ROLE:

The Wholesale Helpdesk Agent - Tier 2 will assist wholesale clients with escalations via telephone, WhatsApp and e-mail/tickets with internet connectivity issues (WAN side and customer side/ Layer 2 and Layer 3 services) as well as provide support on network related queries on Mikrotik, Cambium and Ubiquiti hardware and conducts advanced troubleshooting with clients to determine root cause of faults.

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

Provides support via telephone, WhatsApp and e-mail/tickets. Resolve all faults presented in accordance with the specified Support SLA timelines. Determine nature of faults and the steps required to rectify it permanently. Provides advanced troubleshooting on customer-side faults. Escalate complex queries to Team Leader or Operations Support Manager. Assist Field Technicians remotely with troubleshooting, config & service credentials. Monitoring of client services via Zabbix. Logging line or link faults with appropriate department. Ensures that all Tier 2 tickets are updated as per SLA and clients have the latest feedback. Utilize and contribute to internal technical documentation and knowledgebase. Setup and configuration and testing of Layer 2 services on NNI's. Engage, process and coordinate call outs required within branches. Working in shifts to provide 24/7 support service as per the Wholesale Support SLA

Key Outputs:

Ticket Resolution First Call Resolution (FCR) Customer Satisfaction Ticket Quality and Documentation Technical Troubleshooting System and Tool Usage Shift Adherence and Availability Team Collaboration Learning and Development

The successful candidate must have the following experience/skills:

Work Experience and Competency Requirements:

Knowledge and understanding of WiFi routers is required. Knowledge and understanding of TCP/IP, DNS, DHCP, E-mails is required. Excellent grasp of routing and switching. Mikrotik, Cambium, Ubiquiti experience. Previous experience at an ISP will be advantageous. Analytical with the ability to identify broad spectrum problems which may affect multiple services. Customer service skills. Problem-solving skills. Time management skills. Ability to work independently. Ability to work quickly and under pressure. Strong Communication skills (written and verbal) with particular attention to detail

Qualifications

Grade 12 / Senior Certificate. Mikrotik, Cambium, Ubiquiti experience. MTCNA N+ & A+ Certification

Applications to be sent to:

If interested and meet all requirements, please submit your CV with contactable references.

Applications to be submitted by no later than close of business on Friday, 15 August 2025.

PLEASE NOTE:

Preference will be given to Previously Disadvantaged Individual candidates, in line with Herotel Business' Employment Equity Plan.

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If you do not hear from us within 14 days, please deem your application as unsuccessful.