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Helpdesk Agent at Herotel (Hoedspruit)

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Helpdesk Agent at Herotel (Hoedspruit)

Helpdesk Agent at Herotel (Hoedspruit). The Tier 1 Helpdesk Agent at Herotel provides friendly and efficient first contact support to customers, troubleshooting and resolving issues promptly. The role involves addressing customer internet connectivity issues (WAN and customer side), emails, routers, network-related queries, and occasionally VOIP.

Helpdesk Agents support customers through various communication channels and in-person interactions, utilizing Herotel’s ticketing and tracking systems. Escalating unresolved issues appropriately, the role offers a career path within Herotel to progress to Tier 2 Agent, Helpdesk Team Leader, NOC, or Field Operations.

Check Also: ZA Student Portal

Key Performance Areas

  • First contact and first call customer support.
  • Troubleshooting, problem-solving, and monitoring.
  • Customer-side and internal/network fault troubleshooting.
  • Team support and collaboration.
  • Staying updated with industry technologies and sharing knowledge with the team.

Experience|Skills Required

  • Networking, ICT, and Telecommunications technology knowledge.
  • Understanding of TCP/IP, DNS, DHCP, routers, and switches.
  • Troubleshooting skills in a networking environment.
  • Basic PC hardware setup and configuration understanding advantageous.
  • Knowledge of Mikrotik, Cambium, Ubiquiti, and totolink hardware.
  • Ability to work independently and remotely when required.
  • Willingness to work shifts, including evenings and weekends.
  • Ability to work under pressure and meet call resolution targets.
  • Proficiency in Microsoft Office (Outlook, Teams – required, Word, and Excel advantageous).
  • Proficient in English (written and verbal), second language preferable.

Education Requirements

  • Grade 12 / Senior Certificate.
  • N+ & A+ certification, or at least 1 year experience in an Internet Service Provider helpdesk call center or ticketing environment.
  • Minimum 1 year of experience working with Wireless and Wi-Fi Routers.
  • Additional ICT qualification advantageous.

Note:

  • Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel’s Employment Equity Plan.
  • Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
  • Should you not receive feedback from us within 4 weeks of applying, consider yourself unsuccessful for the role.

Conclusion

Joining Herotel as a Helpdesk Agent offers an exciting opportunity to grow within the company and contribute to its success. If you meet the qualifications and are ready for a challenging yet rewarding role, apply now and become a part of the Herotel team.

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South Africa Top In-Demand Jobs For 2024

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South Africa Top In-Demand Jobs For 2024

South Africa Top In-Demand Jobs For 2024. South Africa job market offers exciting opportunities, but navigating it can be tricky. To help you land a fulfilling and well-paying position, the Higher Education Department has compiled a list of the most in-demand jobs.

Check Also: ZA Student Portal

The Current Job Market

The South African job market is dynamic and ever-changing. Finding a role that aligns with your skills and interests while offering good growth prospects can feel overwhelming.

Challenges Faced

South Africa job market faces a double challenge: slow economic growth limiting job creation and a mismatch between skills and industry needs. This “skills gap” is evident in the high graduate unemployment rate, according to the Department of Higher Education and Training (DHET).

The National List of Occupations in High Demand (OIHD)

The DHET’s National List of Occupations in High Demand (OIHD) is a key weapon in this fight. Published annually, the OIHD identifies occupations experiencing a surge in job openings and competitive salaries.

Impact and Solutions

This information helps bridge the gap by guiding graduates and directing resources, ensuring graduates have the right skills for the job market.

Most In-Demand Careers In South Africa Now

Business

  • Management: Logistics Managers, Road Transport Managers, Warehouse Managers, Fleet Managers, Airport or Harbour Managers, Health Service Specialized Clinic Managers, School Principals, College Principals, Retail General Managers, Facilities Managers, Call or Contact Centre Managers
  • Finance: Financial Managers, Accountants, Tax Professionals, Financial Investment Advisors, Management Accountants, Business Development Officers, Internal Auditors
  • Human Resources: Skills Development Practitioners, Human Resource Advisors, Training and Development Professionals
  • Marketing & Sales: Marketing Practitioners, Communication Coordinators, Sales Representatives

Information Technology (IT)

  • IT Specialists: ICT Systems Analysts, Data Scientists, Software Developers, Web Developers, Database Designers and Administrators, Systems Administrators, Computer Network and Systems Engineers, ICT Security Specialists
  • Technicians: ICT Support Services Managers

Engineering

  • General: Industrial Engineers, Industrial Engineering Technologists, Production Engineering Technologists
  • Civil: Civil Engineers, Civil Engineering Technologists
  • Environmental: Environmental Engineers, Environmental Scientists, Water Quality Analysts
  • Electrical: Electrical Engineers, Electrical Engineering Technicians
  • Mechanical: Mechanical Engineers, Mechanical Engineering Technicians
  • Other: Chemical Engineers, Mining Engineers, Metallurgical Engineers, Biomedical Engineers

Healthcare

  • Medical Professionals: General Medical Practitioners, Medical Specialists, Nurses, Pharmacists, Physiotherapists
  • Allied Health: Occupational Therapists, Speech Therapists, Audiologists

Education & Training

  • Teachers: FET Phase Teachers, Senior Phase Teachers, Foundation Phase Teachers, Intermediate Phase Teachers
  • Trainers: Education or Training Advisors, ICT Trainers

Science & Research

  • Natural & Physical Scientists: Chemists, Geologists, Geophysicists, Hydrologists, Actuaries, Mathematicians, Statisticians, General Biologists, Biochemists, Biotechnologists, Zoologists
  • Agricultural Scientists: Agricultural Consultants, Agricultural Scientists, Wine Makers, Food and Beverage Scientists

Other

  • Quantity Surveyors
  • Urban and Regional Planners
  • Transport Analysts
  • Surveyors
  • Architects
  • Fashion Designers
  • Industrial Designers
  • Lawyers (Attorneys & Paralegals)
  • Social Workers
  • Editors & Writers (Book/Script Editors & Technical Writers)
  • Translators & Interpreters
  • Pilots
  • Commercial Sales Representatives
  • Property Managers
  • Chefs
  • Graphic Designers (included under Camera Operator)

Whether you’re a seasoned professional or a fresh graduate, this information will equip you to make informed decisions about your future career path.

Conclusion

Staying abreast of the current job market trends and aligning your skills with in-demand careers is crucial for success. Whether you’re entering the workforce or seeking a career change, these insights can guide you towards fulfilling and lucrative opportunities in South Africa.

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