Closing Date:

23 September 2020

Job Summary:

The primary aim of this role is to provide effective and professional technical support to all customers and provide comprehensive solutions via telephone and email.




Unique Reference:

VHA 01

Key Performance Areas:

  • Helpdesk support incoming and outgoing calls
  • VoIP support
  • Troubleshooting over phone and remote control
  • Call referral and managing ticketing system

Key Performance Indicators:

  • Assisting clients with basic setup and feature configurations via email and telephone
  • Troubleshoot phone functionality and ensure they are in working order
  • Assist users with implementing, configuring and coding of telephone directory
  • Assisting and advising clients with correct firmware updates for specific platforms
  • Liaising with VoIP 2nd line support on unresolved support issues
  • Ensure VoIP escalations to 2nd line support contain detailed information
  • Assisting 2nd line support with full feature test on general firmware releases
  • Assisting 2nd line support with adding/removing MAC addresses on the Yealink RPS system for Yealink reworks
  • Ensuring that all escalated queries are attended to by 2nd line support and resolutions are comprehensible
  • Advise clients on capabilities of different phone models
  • Handling all incoming calls as well support emails for call desk support
  • Meeting first contact resolution
  • Capture calls and warranty requests on the call logging system
  • Identify and report any product related trends found regarding incoming support calls
  • Adding useful, accurate and technically correct support items to the knowledge base to assist with future queries/troubleshooting/training/call deflection strategies
  • Use the knowledgebase (KB) in order to improve efficiency of the helpdesk while also ensuring high quality information is provided to the end-user

The above list is not exhaustive and you may be asked to undertake reasonable additional duties/projects requested by the Department Manager/Director.

Education and Qualifications Required:

  • Grade 12
  • N+ or ICND1


Experience Required:

  • 2+ Years in a technical helpdesk support role (non-negotiable)
  • Experience in an IT/ICT company


Required Skills, Knowledge and Personal Characteristics:

  • Effective computer skill
  • Excellent communication (verbal, written & listening)
  • Problem solving skills
  • Must be solution driven
  • Well organized
  • Detail orientated
  • Forward thinking & proactive
  • Energetic and positive


Please send your CV to and reference the job title in the subject line.