Gauteng: IT Business Support Specialist posted by The Talent Room

February 11, 2026 Jobs in Gauteng

The Talent Room

Gauteng

IT Support/Helpdesk

Job Description

The IT Business Support Specialist plays a key role in delivering advanced technical assistance and ensuring a high standard of customer satisfaction. This role focuses on providing in-depth troubleshooting, supporting complex customer setups, and driving first-time resolution of support requests.

The specialist will be responsible for handling escalated technical issues that require strong expertise in networking and routing, applying their knowledge to resolve problems efficiently and effectively. With a minimum of 3 years’ experience in a networking environment, the Business Support Specialist is expected to demonstrate advanced technical proficiency, excellent problem-solving skills, and the ability to work collaboratively with both customers and internal teams.

Key Responsibility Areas:

Advanced Technical Support

Provide advanced troubleshooting and resolution for complex technical issues.
Support advanced customer setups, including networking and routing configurations.
Conduct fault diagnosis and in-depth troubleshooting using diagnostic tools and remote access.
Deliver remote support to customers via AnyDesk or similar platforms.

Escalation & Collaboration

Serve as an escalation point for frontline support teams, offering guidance and expertise.
Follow the escalation matrix and document all escalated cases for audit purposes.
Collaborate with CNOC and Core Engineering teams on complex fault investigations.
Identify recurring issues and log them for problem management or system improvements.

Customer Interaction & Communication

Handle calls, triage issues, and manage support tickets efficiently.
Provide timely client feedback and maintain clear, professional communication.
Communicate directly with VIP clients via WhatsApp, offering personalized support, updates, and proactive notifications for known issues.

Ticket & Process Management

Strive for first-time resolution to improve customer experience and reduce repeat escalations.
Manage support tickets, ensuring all actions are captured accurately in Q-Contact or other ticketing platforms.
Document troubleshooting steps, resolutions, and best practices for internal knowledge sharing.
Contribute to the internal knowledge base by documenting common fixes and troubleshooting steps.
Support continuous improvement of processes to enhance service efficiency and delivery.

Compliance & Professional Development

Ensure all actions comply with company policies, SLAs, and privacy regulations (e.g., POPIA, GDPR).
Stay up to date with product changes, network upgrades, new technologies, and emerging troubleshooting methods.
Maintain proficiency in all support tools, including diagnostic portals and ticketing systems.

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Key Outputs / KPIs

Resolve customer queries within SLA.
Customer Satisfaction Score: 90% or higher.
Call/Email Answer Rate: 95% or higher.
Ticket Handling:
- 100% of tickets resolved within 24 hours.
- Accurate and timely recording of all interactions in Q-Contact.
- High first-time resolution rate by minimizing repeat queries.
Knowledge Contribution:
- Regular creation or update of internal knowledge base articles.
Team Performance:
- Contribute to achieving overall team KPIs through high-quality, timely support.

Requirements:

Grade 12 is required.
MikroTik Certification (essential).
Experience in ISP, telecommunications, or enterprise networking environments.
Voice and PABX experience, including Advanced configuration, troubleshooting, and support of
telephony systems.
Working knowledge of PortaOne platform (advantageous).
Strong knowledge of TCP/IP, routing protocols, VPNs, and network security principles.
Proven ability to troubleshoot and resolve complex networking issues.
Experience working in customer support or technical escalation roles.
Excellent communication skills with the ability to explain technical concepts clearly.
Ability to work independently and collaboratively in a fast-paced environment.
At least 3 Years experience working in a networking environment.
Experience with other vendor technologies (e.g., Huawei, Ubiquiti, Fortinet).
Strong understanding of fibre networks and wireless RF technologies.

Please note only candidates that meet the minimum requirements will be considered.

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website: .za

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.

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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.

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