Job Description
About the Role
The Technical Support Agent role is a critical component of our customer support team, providing friendly and efficient first-line support to customers via various communication channels. As a Technical Support Agent, you will be responsible for resolving technical issues related to internet connectivity, emails, routers, network-related queries, and occasionally VOIP.
Key Responsibilities
- Provide first-call resolution support to customers through telephone, WhatsApp, web chat, email, Distant-Desktop, and Route.
- 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.
- Troubleshoot customer-side faults, including password changes, usage reports, application login problems, and VOIP (Voice over IP) issues.
- Identify network issues through gathering information and troubleshooting, escalating to NOC through the ticketing system as necessary.
- Assist Field Technicians remotely with troubleshooting, configuration & service credentials.
- Develop wireless infrastructures and make recommendations on systems enhancements for optimizations.
Requirements
- Analytical skills
- Ability to work independently
- Customer service skills or great interpersonal skills
- Problem-solving and time management skills
- Technical aptitude
- Good communication skills (written and verbal)
- Basic understanding of PC hardware setup and configuration is advantageous
Qualifications
- Grade 12 / Senior Certificate
- N & A certification (beneficial)
- Additional ICT qualification (including MTCNA), CCNA advantageous
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Tshwane
In the Tshwane area, the IT and computing industry is thriving, with a strong demand for skilled professionals to drive technological advancements and innovation. Typically, this field is characterized by a dynamic job market with various opportunities available across different sectors. However, it’s essential to note that the job market can fluctuate, and it’s crucial to stay adaptable and focused on continuous skill development.
When it comes to salary expectations, it’s generally common for IT and computing professionals in Tshwane to earn salaries within the range of R600 000 to R1 200 000 per annum, depending on factors such as experience, company size, industry sector, and specific job requirements. However, please note that these are broad estimates and can vary significantly based on individual circumstances. It’s also worth considering that bonuses, benefits packages, and other perks can impact overall remuneration.
Common skills required for IT and computing roles in Tshwane include proficiency in programming languages (such as Java, Python, or C++), experience with database management systems, knowledge of cloud computing platforms (like AWS or Azure), understanding of cybersecurity principles, and familiarity with Agile development methodologies. Additionally, strong analytical, problem-solving, and communication skills are often essential for success in this field.
The IT industry is a broad sector that encompasses various industries, including financial services, technology, manufacturing, and more. Commonly, these professionals work in companies operating within these sectors, as well as in government agencies and educational institutions. The demand for skilled IT professionals extends across the private and public sectors, with opportunities available at different levels of experience.
For those looking to advance their careers in IT and computing, there are many opportunities for professional development and growth. Typically, career progression paths involve taking on increasingly complex projects, leading teams, or pursuing specialized certifications (such as CompTIA or Cisco). Many organizations also offer training programs, mentorship schemes, and internal job rotations to support employee development and advancement.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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