Job Description
Johannesburg – Gauteng – South Africa
- Provide 1st Line Support for hardware, software, and network-related issues.
- Effectively troubleshoot issues and escalate complex problems to the Escalation Team or relevant stakeholders.
- Guide users through product features, setup, and common troubleshooting steps.
- Collaborate with third-party vendors to resolve technical issues when necessary.
- Attend to and manage assigned support tickets from start to resolution.
- Maintain detailed and timely updates on all ticket progress.
- Ensure each ticket includes a clear summary of work completed or resolution applied.
- Prioritize and complete tickets within defined SLA timeframes.
- Maintain clear, professional, and proactive communication with clients throughout the support process.
- Manage client expectations effectively and ensure a positive support experience.
- Provide guidance, recommendations, and technical insight to assist clients and improve their IT environments.
- Log and document all client interactions accurately in support systems.
- Identify recurring issues and suggest process improvements to enhance support efficiency.
- Propose IT enhancements to assigned vCIOs that can improve the client’s infrastructure and experience.
- Assist in developing and refining internal policies and procedures.
- Participate in the development of new features, bug fixes, and software improvements.
- Support customer-specific and engineering-driven initiatives within multicast and networking environments.
- Conduct peer code/design reviews and collaborate with adjacent teams on programming interfaces.
- Develop automated tests to support QA efforts and ensure high-quality software delivery.
- Proactively research unfamiliar topics and self-learn new technologies.
- Stay up to date with the latest tools, trends, and best practices in the IT industry.
- Share knowledge and contribute to a culture of learning and growth within the team.
- Matric / Grade 12.
- Networking+ and A+ Certifications.
- MCSE/MCSA or equivalent (Preferred).
- 5+ Years in a technical support or MSP environment.
- Experience supporting Windows Server, Office 365, and networking infrastructure.
- Exposure to ITIL best practices and working within SLA frameworks.
- DNS, DHCP, Active Directory.
- Networking fundamentals, security best practices.
- Hardware and software troubleshooting.
- Configuring routers, switches, firewalls, and wireless access points.
- Windows Server 2012 and up, including Hyper-V.
- Office 365, Google Workspace configuration.
- Cloud infrastructure (Microsoft Azure, third-party providers).
- Basic MikroTik and general firewall rule configuration.
- Familiarity with editing DNS records (CNAME, TXT, MX).
- TCP/IP, subnetting, port forwarding.
- Customer-focused with a passion for helping others.
- Strong communicatorboth verbal and written.
- Excellent time management and organizational skills.
- Proactive, self-motivated, and eager to learn.
- Detail-oriented with strong memory recall.
- Collaborative mindset, ready to both teach and be taught.
- Able to manage multiple priorities and adapt quickly to new tools and technologies.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Gauteng
The IT and computer industry is one of the most dynamic and growing sectors in Gauteng, with a thriving job market that offers a wide range of opportunities for career advancement.
In terms of salary ranges, IT professionals in Gauteng can expect to earn anywhere from R800 000 per annum for junior positions to over R2 million for senior executives. The average salary for software engineers is around R1.5 million, while data analysts can earn between R900 000 and R1.2 million. With experience and skills, IT professionals in Gauteng can expect significant salary increases, with some roles offering bonuses and benefits that can increase their overall remuneration.
To succeed in the IT industry in Gauteng, candidates need to possess a range of key skills, including programming languages such as Java, Python, and C++, as well as experience with databases, cloud computing, and cybersecurity. Strong problem-solving skills, attention to detail, and excellent communication skills are also essential for success in this field. Additionally, knowledge of ITIL (Information Technology Infrastructure Library) and Agile methodologies can be highly valued by employers.
Several major companies and industries in Gauteng are currently hiring IT professionals, including technology firms such as Microsoft, IBM, and Oracle, as well as banks and financial institutions like Standard Bank and Nedbank. The finance industry is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Career growth opportunities are abundant in the IT industry in Gauteng, with many companies investing heavily in employee training and development programs. With experience and skills, IT professionals can move into senior leadership positions or start their own businesses, while also pursuing further education and certifications. The Johannesburg Stock Exchange (JSE) is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Overall, the IT industry in Gauteng offers a wide range of exciting career opportunities for job seekers with the right skills and experience. With salaries that are competitive with those offered by major companies globally, there has never been a better time to pursue a career in this dynamic and rapidly evolving field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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