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A company in Port Elizabeth is looking for an IT Helpdesk Agent.The Technical Support Agents provide friendly and efficient first line support, as well as core advanced customer support through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point) and occasionally VOIP (Voice over IP).The Technical Support Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, Distant-Desktop, Route This and e-mail) using the client’s ticketing and, Route This and e-mail). Calls that cannot be resolved are escalated appropriately. The call center operates daily from Monday to Sunday, between 7:00 AM and 10:00 PM.Below are the shift schedules:Monday to Friday: (weekly shift rotation)Shift 1: 7:00 AM – 4:00 PMShift 2: 8:00 AM – 4:30 PMShift 3: 8:00 AM – 4:30 PMShift 4: 1:00 PM – 10:00 PMWeekend (rotational, every second weekend):Shift 1: 7:00 AM – 3:00 PMShift 2: 2:00 PM – 10:00 PMYour Key Responsibility Areas:First Line Customer Support:Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, Distant-Desktop, and RouteProvide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.Record support requests in the clients ticketing systemAim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customersProviding updates at least hourly or daily as necessary.Consistently monitor Microsoft Teams and WhatsApp for messages.Troubleshooting, problem solving and monitoring:Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.Monitoring of Network using Dude and Zabbix.Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops https://www.jobplacements.com/Jobs/I/IT-Helpdesk-Agent-PE-May-2025-1182484-Job-Search-05-06-2025-02-00-15-AM.asp?sid=gumtree

1mo

Job Placements

Despatch

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Minimum Requirements (Experience and Knowledge):Windows 2000/XP/2003 administration.Sound working knowledge of MS Windows 2000/XP/2003 operating systems.Advanced working knowledge of Microsoft Office.Must have a valid drivers license.Knowledge of the functionality/modules in Axapta, an added advantage.Monitor Anti-virus and related Security (SentinelOne) experience preferred.ERP system and data integration solutions (Dynamics AX) experience preferred.POS experience, an added advantage.Server Hardware and related software.IP Telephony.Servers Raid Storage - SAN.VMWARE.Microsoft Active Directory.Mail - Exchange Server 2003, 2008.Local Area Networking and Wide Area Networking.Networking Security and policies.DNS, DHCP, ISA Server.UPS & Generator.Cisco Routers, Switches, Wireless, VLAN.Monitoring of Telecommunications, Bandwidth utilisation.Duties and Responsibilities:Learn the business operations and understand how all the systems interact with the databases.Assist in the maintenance of current databases, balancing checks and month-end procedures.Roll out new databases.Clearly document the resolution of all issues.Recreate the issue, or provide guidance, to the Development team for further analysis.Effectively communicate with various staff levels at the client site to understand and resolve issues.Test any applicable coding changes.Work on own assignments and follow through to completion.Operate within the terms of the Service Level/Maintenance Agreement that exists between the client and its customers.Assist Data Analyst with various data and reporting requirements.Promptly communicate project status and issues to the Manager.Handle multiple issues and the dynamics of reprioritisation due to evolving production critical issues.Provide training to business users relating to new functionality and/or features.Maintain new Legacy Database in terms of:PerformanceArchivingCapacity planningIntegritySecuritySkills and Abilities:An avid appetite to achieve optimal performance in all aspects of the IT core responsibilities.Pro-active approach to maintenance and administration.Numerical skills.Excellent computer literacy skills.Administrative skills and abilities.Excellent communication skills.Ability to follow specified procedures in the completion of their duties.Trustworthy; reliable; good team player with great interpersonal / social skills.Use initiative to solve various problems.Team player with a positive and friendly dis https://www.jobplacements.com/Jobs/J/Junior-IT-Systems-Support-Technician-1182866-Job-Search-05-06-2025-10-43-57-AM.asp?sid=gumtree

1mo

Job Placements

Durban North