Potchefstroom: Helpdesk Agent – Potchefstroom

January 30, 2026

Job Description

About the Role

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 clients 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.

Key Responsibilities

Provide first-call resolution support to customers through various communication channels.
Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
Record support requests in the client’s ticketing system.
Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers.
Consistently monitor Microsoft Teams and WhatsApp for messages.

Requirements

Analytical skills
Ability to work independently
Customer service skills or great Interpersonal skills
Problem-solving and Time management skills
Technical aptitude (basic understanding of PC hardware setup and configuration is advantageous)
Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches is required
Proficient in Microsoft Office (Outlook, Teams required, Word and Excel advantageous)

Qualifications

Grade 12 / Senior Certificate
N & A certification (beneficial)

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About IT / Computing / Software Jobs in Southern

The IT and computing industry is a rapidly evolving field with an increasing demand for skilled professionals in Southern Africa. Typically, job seekers in this sector can expect to find opportunities across various industries, including technology, financial services, manufacturing, and more. Generally, the job market for IT and computing roles tends to be dynamic, with new openings emerging as companies invest in digital transformation initiatives.

When it comes to salary expectations, it’s essential to note that actual salaries can vary widely depending on factors such as experience, company size, industry sector, and specific role requirements. Typically, entry-level positions may fall within the range of R300 000 to R600 000 per annum, while senior or specialized roles can command higher salaries, often exceeding R1 500 000 per annum. It’s crucial to research current market rates and consider these factors when evaluating potential job opportunities.

Common skills required for IT and computing roles include proficiency in programming languages such as Java, Python, or C++, as well as experience with software development methodologies like Agile or Scrum. Additionally, knowledge of data analytics tools like Tableau or Power BI is often highly valued. Many companies also require strong problem-solving abilities, attention to detail, and excellent communication skills.

The IT and computing industry is a diverse field that encompasses various sectors, including technology, financial services, manufacturing, and more. Financial services sector companies, for example, frequently employ IT professionals to support their operations and invest in digital transformation initiatives. Technology industry companies also require skilled IT staff to manage their software development, infrastructure, and cybersecurity needs.

When it comes to career progression, IT and computing professionals can expect to find opportunities for growth and development within the industry. Typically, career paths may involve advancing to senior or specialized roles, such as project management, technical leadership, or consulting. Many companies also offer training and development programs to help employees enhance their skills and stay up-to-date with industry trends.

This information provides general career guidance. Actual salaries and requirements vary by employer.

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