Menu Close

Cape Town: IT Helpdesk Agent – CT posted by The Talent Room

Cape Town: IT Helpdesk Agent – CT posted by The Talent Room

Posted on 2025-08-28 00:00:00

Employer The Talent Room
Category Telecommunication
Location Western Cape  / Cape Town

Job Summary

A company in CT is looking for an IT Helpdesk Agent.

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.

Below are the shift schedules:

Monday to Friday: (weekly shift rotation)

  • Shift 1: 7:00 AM 4:00 PM
  • Shift 2: 8:00 AM 4:30 PM
  • Shift 3: 8:00 AM 4:30 PM
  • Shift 4: 1:00 PM 10:00 PM

Weekend (rotational, every second weekend):

  • Shift 1: 7:00 AM 3:00 PM
  • Shift 2: 2:00 PM 10:00 PM

Your Key Responsibility Areas:

First Line Customer Support:

  • Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, Distant-Desktop, and Route
  • Provide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.
  • 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
  • Providing updates at least hourly or daily as necessary.
  • Consistently monitor Microsoft Teams and WhatsApp for messages.

Troubleshooting, problem solving and monitoring:

  • Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.
  • Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.
  • Monitoring of Network using Dude and Zabbix.
  • Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).
  • Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately.

Customer-side faults:

  • Provide basic to advanced troubleshooting on customer-side faults, including password changes, usage reports, application login problems for all value-added services such as VOIP (Voice over IP) and email).

Internal/network faults:

  • Identify network issues (e.g., uplink problems, such as a backhaul upstream service provider problem, a Fibre PON failure, or a wireless tower failure) through gathering information and
    troubleshooting and escalate to NOC through ticketing system.
  • Assist Field Technicians remotely with troubleshooting, configuration & service credentials. (username and password).
  • Develop wireless infrastructures and make recommendations on systems enhancements for optimizations.
View Job  Kriel: Quantity Surveyor posted by Hire Resolve

Team Support:

  • Provide support to Helpdesk Teams by assisting with ticket backlogs when required.
  • Adhere to and contribute to internal technical documentation and knowledgebase.
  • Reporting back regularly on ad hoc requests for data capturing relating to specific projects or assignments.
  • Work in a team and collaborate to improve customer support.
  • Research and remain up to date with current industry and technologies and share learnings with the team.
  • Become familiar with department policies and SOPs (Standard Operating Procedure).
  • Learn to use company software programs and tools.
  • Attend and participate in team MOS (management operating systems) meetings.

Key Outputs:

Customer Support Excellence:

  • Provide efficient first-call resolution across various communication channels.
  • Address technical issues promptly, ensuring updates and follow-ups as necessary.

Technical Problem-Solving:

  • Troubleshoot customer-side and internal network faults effectively using diagnostic tools.
  • Escalate unresolved issues to the appropriate teams, ensuring seamless service continuity.

Team Collaboration and Knowledge Sharing:

  • Support team operations by managing ticket backlogs and contributing to internal documentation.
  • Share industry knowledge and technical advancements with the team to improve overall support quality.

Operational Efficiency:

  • Monitor network systems, identify trends in incoming calls, and escalate recurring issues proactively.

Adherence to Standards:

  • Follow company policies, SOPs, and technical guidelines while ensuring customer satisfaction.
  • Participate in team meetings and contribute to continuous process improvements.

Desired Experience & Qualification

You must have the following experience/skills:

  • Be analytical.
  • Have the ability to work independently.
  • Have Customer service skills and/or great Interpersonal skills.
  • Problem-solving and Time management skills.
  • Have technical aptitude.
  • Good Communication skills (written and verbal).
  • Have a basic understanding of PC hardware setup and configuration will be advantageous.
  • Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches is required.

Competencies:

  • Leadership potential.
  • Analytical thinking.
  • Communication skills (verbal and written).
  • Customer orientation (building rapport, handling complaints).
  • Continuous learning ability (including technical aptitude).
  • Decision making.
  • Follow up.
  • Problem solving and resolution.
  • Teamwork.
  • Inter-personal relations.
  • Employee development.
  • Time management.

Knowledge, skills, and experience:

  • Min 3 years of experience working with Fiber networks, Wireless, and Wi-Fi Routers.
  • Networking, ICT, and Telecommunications technology and industry knowledge.
  • Proficient in Microsoft Office (Outlook, Teams required, Word and Excel advantageous).
  • Knowledge of Mikrotik, Cambium, Ubiquiti and Totolink and TP Link hardware.
  • Proven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches.
  • Troubleshooting skills in a networking environment.
  • Advanced understanding of PC hardware setup and configuration advantageous
  • Layer 2 switching knowledge/ability advantageous
  • Proficient in English (written and verbal), second language preferable.
  • Work independently, including remotely (when required).
  • Willing and able to work shifts, including evenings and weekends.
  • Work under pressure and according to specific call resolution targets.

Education Requirements:

  • Grade 12 / Senior Certificate.
  • N+ & A+ certification (beneficial)
  • Additional ICT qualification (including MTCNA), (CCNA) advantageous.

Click Go Apply to apply online!


Get Similar Job Alerts
Enter your WhatsApp number (e.g., +27740908132)
You'll receive alerts for new jobs in Cape Town, Western Cape
View Job  Vereeniging: Trailer Mechanic posted by Route Management

Apply directly for this position. Please read all instructions carefully.

We do not process job applications; we simply aggregate and display job listings.

More related positions


Cape Town: Engineering Lecturer posted by The Talent Room

A private higher education institution in Cape Town is seeking a qualified Engineering Lecturer to join their academic team.The successful candidate will be...


View Job
Engineering Lecturer

Cape Town: Sales Manager posted by Daisy JHB (Pty) Ltd

Staff ManagementSet targets, performance plans, and rigorous, objective standards for sales representatives.Meet with reps one-on-one weekly to review...


View Job
Sales Manager

Cape Town: Luxury Showroom Consultant – High-End Furnishes and Interiors Finishes posted by Lumina Personnel

Position Luxury Showroom Consultant High-End Furnishes and Interiors FinishesLocation Cape Town - Somerset WestSalary Basic Commission benefits.Market...


View Job
Luxury Showroom Consultant – High-End Furnishes and Interiors Finishes

Cape Town: Showroom Sales Consultant-Trade Specialist (Luxury Furniture, Textiles & Interior Finishes) posted by Lumina Personnel

Position Showroom Sales Consultant-Trade Specialist Luxury Furniture, Textiles amp Interior FinishesLocation Gardens - Western CapeSalary Basic Plus Comm...


View Job
Showroom Sales Consultant-Trade Specialist (Luxury Furniture, Textiles & Interior Finishes)

Cape Town: Finishing Foreman posted by The Recruitment Pro

Minimum 5 years experience in finishing work on commercial or residential projectsStrong attention to detail with the ability to deliver high-end...


View Job
Finishing Foreman

Cape Town: OPERATIONS AND SALES SUPPORT EXECUTIVE posted by Tower Group

1.Operational support related to the OFOG divisionValue add in the supply chain by engaging with existing and future suppliers of equipment and allied...


View Job
OPERATIONS AND SALES SUPPORT EXECUTIVE

Cape Town: Operations Manager posted by Elchemie

Operations ManagerLocation Milnerton, Western CapeIndustry Facilities amp Cleaning Services Experience 5 - 10 yearsType Full-time Environment...


View Job
Operations Manager

Cape Town: Production Planner posted by Hire Resolve

Are you a detail-driven Production Planner ready for your next career-defining move? Our client, a well-established player in the fast-moving consumer goods...


View Job
Production Planner

Cape Town: Data Integrity and Systems Support Analyst posted by Hire Resolve

One of the countrys largest fruit exporters, offers a challenging role to a dynamic individualin the capacity of a Data Integrity and Systems Support...


View Job
Data Integrity and Systems Support Analyst

Cape Town: Sales Hunter – Urgently Required posted by bh.

This is not a job for the faint-hearted. This is for the hungry.Were looking for a high-performance sales closer - someone who thrives under pressure, moves...


View Job
Sales Hunter – Urgently Required

Cape Town: Centre Manager (Paarl) posted by Flair TM

Key Responsibilities1. Financial Management amp BudgetingPrepare and manage the centrersquos annual income and expense budgets.Track rental income,...


View Job
Centre Manager (Paarl)

Cape Town: People and Culture Manager posted by SET Consulting

People and Culture ManagerR1.8m plus bonusCape TownExcellent career opportunity with global FMCG market leader for a highly seasoned HR expert. Reporting to...


View Job
People and Culture Manager

Cape Town: Senior .Net Full Stack Developer posted by Plus1X Solutions (Pty) Ltd

Job Title Senior .NET Full Stack DeveloperLocation Cape TownJob Type 12 Month Contract Potential to convert to permRole OverviewWe are seeking a highly...

View Job  Johannesburg: Data Quality Analyst

View Job
Senior .Net Full Stack Developer

Cape Town: MILLWRIGHT / WORKSHOP TECHNICIAN – Urgently needed posted by CROWN STAFFING Pty Ltd

MILLWRIGHT WORKSHOP TECHNICIAN required for BLACKHEATH CAPE TOWN position to start ASAPMillwright Trade Test certificate essential.Minimum of 2 years POST...


View Job
MILLWRIGHT / WORKSHOP TECHNICIAN – Urgently needed

Cape Town: Project Manager posted by Hire Resolve

Location Ottery, Cape Town Type Full-Time On-Site Salary R 50nbsp000.00 Industry ManufacturingAn established industrial refrigeration company based in...


View Job
Project Manager

Cape Town: Structural Foreman posted by The Recruitment Pro

Structural Foreman with experience in concrete, high rise buildings, etc. Based in Cape Town.4-month contract. If both parties are happy at the end of the...


View Job
Structural Foreman

Cape Town: Technical Director–Network Planning & Optimization posted by Future Africa Consulting (Pty)Ltd

Responsibilities Provide strategic leadership for end-to-end radio and transmission network planning and optimization across multi-technology environments...


View Job
Technical Director–Network Planning & Optimization

Cape Town: Fleet Controller posted by Qetello

An exciting opportunity awaits a results-driven and detail-oriented Fleet Controller in the logistics industry based in Cape Town. Our client is seeking an...


View Job
Fleet Controller

Centurion: Financial Advisors Specializing in Health (Centurion and Cape Town) posted by AtripleA recruitment & temps

Financial Advisors Specializing in Health Centurion and Cape TownRole PurposeThe Financial Advisor specialising in Health will be responsible for acquiring,...


View Job
Financial Advisors Specializing in Health (Centurion and Cape Town)

Cape Town: Full Stack Engineer (Vue, Flutter or React Native) (Onsite CPT) posted by Datafin

Full Stack Engineer - Vue, Flutter or React Native Onsite - CPTEngineeringTechnicalCape Town - Western Cape - South AfricaENVIRONMENT A rapidly growing Cape...


View Job
Full Stack Engineer (Vue, Flutter or React Native) (Onsite CPT)

Cape Town: Senior Full Stack (AI) Engineer (TypeScript, Angular, Python, Node.js) (CPT Hybrid) posted by Datafin

Senior Full Stack AI Engineer TypeScript, Angular, Python, Node.js CPT HybridIT - Software DevelopmentCape Town - Western Cape - South AfricaENVIRONMENT A...


View Job
Senior Full Stack (AI) Engineer (TypeScript, Angular, Python, Node.js) (CPT Hybrid)

Cape Town: Sales Representitive posted by National Reps (Pty) Ltd

NATIONAL CONCERN SEEKS SALES REPRESENTATIVEWe are a National Sales Rep Company seeking a Sales Representative to complete our footprint in the Western Cape...


View Job
Sales Representitive

Cape Town: Occupational Health & Safety Officer posted by SA Metal

The company currently has a vacancy for a motivated, professional and attentive to detail Health and Safety Officer to join their team and drive company...


View Job
Occupational Health & Safety Officer

Cape Town: Mechanical Engineer posted by SA Metal

Job descriptionThe purpose of this position is to provide the essential technical knowledge, evaluate, select, and apply advanced engineering techniques to...


View Job
Mechanical Engineer

Cape Town: General Manager posted by Hire Resolve

A leading food manufacturer specializing in private-label perishable and shelf-stable foods is seeking an experienced General Manager to oversee all staff,...


View Job
General Manager

Share this to someone who needs a job:
Posted in Jobs in Cape Peninsula, Jobs in Cape Town, Jobs in South Africa, Jobs in Western Cape

More Jobs in Your Area