Hartenbos, South Africa | Posted on 08/01/2025

The role of Tier 2 Helpdesk Agents is to provide advanced customer support, serving as the first and second line of contact for customers. This includes handling escalations from Tier 1 Agents, conducting advanced troubleshooting, and occasionally acting as the shift team leader. The support provided covers issues related to customer internet connectivity, emails, routers, network hardware, and occasionally Voice over IP (VOIP) services. Helpdesk Agents assist customers through various communication channels and utilize Citi-Tech's ticketing and tracking systems. Any unresolved issues are appropriately escalated. There are opportunities for career progression within Citi-TEch for Tier 2 Helpdesk Agents, leading to positions such as Helpdesk Team Leader, Network Engineer, and Team Leader in the Network Operations Centre (NOC) or Field Operations.

Key Responsibilities

Key Performance Areas would include, but are no...