Job Description
About the Role
The Business Support Agent provides technical support and troubleshooting for customers using wireless, fibre, and voice services. This role involves first line support, striving for first-time resolution, and managing customer interactions across multiple channels. The agent is responsible for diagnosing and resolving faults, documenting solutions, escalating complex issues to higher-level teams, and maintaining service levels and customer satisfaction. A solid understanding of networking fundamentals, MikroTik routers, and basic voice/PABX systems is required.
Key Responsibilities
- Provide first and second line support.
- Strive for First Call Resolution (FCR).
- Fault Diagnosis and Troubleshooting.
- Provide basic to advanced troubleshooting on customer-side faults.
- Support Tasks and Information Requests.
- Remote support via Any Desk to customers.
- Ticket Management and Escalation.
- Customer Interaction and Communication.
- Address basic customer queries (general queries, non-technical questions, password recovery, basic troubleshooting, basic procedural ‘how to’ questions).
- Supply clients with general information regarding their Wireless/Fibre/Voice services.
- Call Handling and Triage.
- Callback and Message Monitoring.
- Timely Client Feedback.
- Whatsapp Monitoring.
- Monitor known issue alerts and proactively notify affected clients.
- Identify recurring issues and log them for problem management or system improvement.
- Collaborate with Customer Support Specialist or Engineering teams on complex fault investigations.
Requirements
- Effective time management skills with the ability to prioritize tasks and meet deadlines in a high-paced environment.
- Experience in an ISP/WISP environment, with a strong understanding of internet service operations and customer support processes.
- Voice and PABX experience, including basic configuration, troubleshooting, and support of telephony systems.
- Hands-on experience with MikroTik routers and networking tools, including basic configuration and diagnostics.
- Working knowledge of PortaOne platform (advantageous).
- Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and basic configuration of routers and switches (required).
- Basic understanding of PC hardware setup and configuration (advantageous).
- Strong problem-solving and fault-resolution skills, with the ability to identify root causes and implement effective solutions.
- Excellent verbal and written communication skills, with a professional approach to client interaction.
Qualifications
Grade 12 is required.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT Support/Helpdesk Jobs in Gauteng
Gauteng is one of the most populous provinces in South Africa, and its thriving IT sector has created a high demand for skilled IT Support/Helpdesk professionals. Typically, job seekers with experience in this field can expect to find employment opportunities across various industries, including financial services, technology, manufacturing, and more.
Generally, salaries for IT Support/Helpdesk roles in Gauteng fall within broad ranges, often between R500 000 and R900 000 per annum, depending on factors such as level of experience, company size, and industry sector. For instance, a junior IT Support role might start around the lower end of this range, while senior IT Support or Helpdesk Manager roles can command higher salaries towards the upper end of the spectrum. However, actual salaries may vary significantly based on individual circumstances.
Common skills required for an IT Support/Helpdesk role include proficiency in operating systems (Windows, macOS, Linux), hardware troubleshooting, network fundamentals, software applications (Microsoft Office, Google Suite), and excellent communication and problem-solving skills. Additionally, experience with ticketing systems, remote desktop tools, and helpdesk software is often beneficial. As technology continues to evolve, IT Support professionals must stay up-to-date with the latest trends and technologies to remain competitive in the job market.
Many industries employ IT Support/Helpdesk staff, but certain sectors commonly require these roles more frequently than others. The financial services sector, for example, relies heavily on IT support to manage customer transactions and protect sensitive data. Similarly, technology companies need skilled Helpdesk professionals to resolve hardware and software issues with their own products and services.
For aspiring IT Support/Helpdesk professionals, career development opportunities abound. Typically, entry-level roles can provide a solid foundation for advancement into senior support or management positions. As experience grows, so do opportunities for specialized training, certification, or mentorship programs. Many organizations also offer internal promotions and lateral moves to help employees expand their skill sets and advance in their careers. By staying adaptable, acquiring new skills, and demonstrating dedication to the role, IT Support/Helpdesk professionals can enjoy rewarding and challenging careers in Gauteng’s thriving IT sector.
This information provides general career guidance. Actual salaries and requirements vary by employer.
GO APPLY NOW
Safe & secure application process
Explore More Opportunities
Get Job Alerts
Never miss a job! Get daily alerts matching your preferences.
📧 Why Subscribe?
- Get notified instantly when new jobs match your criteria
- No registration required - just your email
- Daily digest of relevant opportunities
- Free forever - never miss your dream job
- Unsubscribe anytime with one click
Your email is safe with us. We only send job alerts and never spam. Unsubscribe anytime with one click. No registration, no account required.
Jobseeker Tip
Apply early, keep your CV ready, and search using both job title and location. Example: Admin Johannesburg.
Interview tips
How to Apply
Click “GO APPLY NOW” to visit the company’s application page.
Follow their instructions carefully.
JVR Jobs connects you with employers – we don’t process applications directly.
Latest Job Opportunities
Edenvale: Millwright posted by Dante Personnel
Posted June 17, 2026
View jobJohannesburg North: Product Owner posted by Network Finance
Posted June 17, 2026
View jobGauteng: General Manager: Finance posted by Network Finance
Posted June 17, 2026
View jobBloemfontein: Candidate Attorney (Bloemfontein) posted by Dante Personnel
Posted June 17, 2026
View jobLimpopo: Lodge Manager posted by Wild Dreams Hospitality
Posted June 17, 2026
View jobPretoria North: Management Accountant posted by Network Finance
Posted June 17, 2026
View job
Browse Employers
Job Alerts