Job Description
An ICT company is looking for a Junior First Line Technical Support Agent to join their support team. This role forms the first point of contact for client technical queries and is responsible for assisting with basic troubleshooting, logging support requests, and ensuring issues are escalated to the appropriate technical teams when necessary.
The successful candidate will be responsible for providing friendly, professional customer support while assisting clients with basic technical issues across the companys services and solutions.
This role is ideal for a junior technician or entry-level IT professional who is eager to develop their technical skills, enjoys helping people solve problems, and wants to build experience within a professional ICT support environment.
The role requires strong communication skills, a willingness to learn, and the ability to follow structured support processes.
KEY RESPONSIBILITIES Front Line Support & Client Interaction
Act as the first point of contact for client technical queries via helpdesk, phone, email, and messaging platforms
Log all support requests accurately in the helpdesk system
Provide clear and professional communication to clients while assisting with basic troubleshooting
Gather relevant information to assist in diagnosing issues before escalation
Keep clients informed on ticket progress and updates where applicable
Ensure all client interactions are handled professionally and efficiently
Technical Support Basic Services Assistance
Provide first-line support and initial troubleshooting assistance across the companys service portfolio, including:
Internet connectivity (basic diagnostics for fibre, LTE, and connectivity issues)
Network devices (basic checks on routers, switches, and access points)
Microsoft 365 support (user accounts, password resets, email setup, basic Teams assistance)
Email support (basic troubleshooting and mailbox configuration)
VoIP and telephony systems (basic handset or connectivity troubleshooting)
Workstation support (basic Windows troubleshooting, login issues, printer setup)
Website hosting and domain queries (basic checks and coordination with technical teams)
More complex issues will be escalated to senior technical staff.
Incident Management & Escalation
Perform basic troubleshooting and issue diagnosis using provided tools and documentation
Escalate unresolved or complex issues to senior technical engineers
Ensure tickets include clear notes and troubleshooting steps already performed
Follow established escalation procedures and service processes
Assist in monitoring open tickets to ensure timely responses
Internal Coordination
Work closely with Senior Support Technicians and Technical Managers
Assist internal teams by collecting accurate information from clients
Participate in internal discussions where required to support issue resolution
Support the service team in maintaining high service standards
Documentation & Process
Maintain accurate ticket notes and client information in the helpdesk system
Follow internal support procedures and escalation processes
Assist in updating knowledge base articles where relevant
Ensure support requests are logged and tracked correctly
REQUIRED TECHNICAL SKILLS
Basic understanding of IT and networking concepts, including:
Basic networking fundamentals (IP addresses, connectivity troubleshooting)
Familiarity with Microsoft Windows environments
Basic understanding of Microsoft 365 (email, users, Teams)
Basic troubleshooting skills for workstations and devices
Ability to follow technical documentation and troubleshooting guides
Exposure to the following is advantageous but not required:
Networking equipment (routers, switches, access points)
VoIP or hosted PBX systems
Cybersecurity tools such as endpoint protection
Cloud-based services
REQUIRED EXPERIENCE
1 2 years experience in an IT support or technical helpdesk environment (internships or learnerships considered)
Exposure to a customer service or support environment would be advantageous
Experience working with a ticketing/helpdesk system is beneficial but not required
SOFT SKILLS & ATTRIBUTES
Strong communication and customer service skills
Willingness to learn and develop technical skills
Good problem-solving ability
Ability to follow processes and instructions
Organized with good attention to detail
Positive attitude and team-oriented mindset
Ability to remain calm and professional when assisting clients
QUALIFICATIONS (ADVANTAGEOUS)
Relevant IT qualification (Diploma, Certificate, or Degree)
Entry-level certifications such as:
-
CompTIA A+
-
CompTIA Network+
-
Microsoft Fundamentals certifications (M365 / Azure)
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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