Channel Support Agent - Tier 2 - Remote Eligible

Channel Support Agent - Tier 2

Applications are invited for the Channel Support Agent - Tier 2 position. This position will have remote work flexibility, reporting to the Channel Support Team Leader.

Purpose of the Role: The Channel Support Agent – Tier 2 will assist channel 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 Channel 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, 12 September 2025.

Please note:

• Preference will be given to Previously Disadvantaged Individual candidates, in line with Herotel Business' Employment Equity Plan.
• Submission of your CV provides Herotel Business 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.
• If you do not hear from us within 14 days, please deem your application as unsuccessful.