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Helpdesk Agent - CT
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General Details
Description
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)
First Line Customer Support:
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
- Shift 1: 7:00 AM 3:00 PM
- Shift 2: 2:00 PM 10:00 PM
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.
- 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 req
https://www.jobplacements.com/Jobs/H/Helpdesk-Agent-CT-1248750-Job-Search-02-24-2026-00-00-00-AM.asp?sid=gumtree
Id Subtitle 1350696124
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Job Placements
Selling for 1 year
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Have you been working for a minimum of two years in an IT support role within a business and are looking for your next challenge? Do you have a passion for problem solving and enjoy troubleshooting? Have you studied ICT at school, college or university and you are keen to continue your career progression within the IT industry. Well, if this is you, we have the perfect opportunity.We are looking for enthusiastic individuals to join our dynamic and expanding Technical IT Services Division. You’ll become part of our new Cape Town based Technical Support Team, working with Service Desk engineers and consultants, supporting our customers, providing a first-class service, gaining vital knowledge, skills, and experience along the way.Responsibilities:The extent of your duties will include but are not limited to:Provide remote support via tickets raised to resolve customer issues, acting as an escalation point for 1st Line Engineers.Take ownership of customer issues to resolution providing technical support via telephone, email, and remote access.Provide in depth troubleshooting and resolution for hardware, software and network problems.Manage user accounts, Active Directory configuration and maintenance of IT systems and applications.Provide in depth understanding of products such as Intune, SharePoint and Microsoft 365Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA eventsFollow up with clients to ensure their IT systems are fully functional after troubleshootingEnsuring customer processes and documentation are kept up to dateExperience / skills required: Proven experience as a 1st or 2nd line engineer or similar roleExperience working in an IT support environment on a service deskExcellent verbal & written EnglishRobust influencing and interpersonal skills with the ability to communicate at all levelsAbility to prioritise and handle multiple activities at any given timeHighly organised with excellent time management skills and attention to detailDesire to learn new products and technologiesCan-do attitudeIn depth knowledge of Microsoft Desktop Operating SystemsMicrosoft 365 / SharePoint / Intune Administration experienceServer Administrative Tools (Active Directory, Group Policy)Firewalls & SwitchesNetwork DevicesNetworking & VPN SystemsVirtualisation Technologies (VMWare / HyperV)Beneficial experience / skills: Microsoft Azure (Entra ID, Azure Virtual Desktop)Veeam BackupRemote Desktop TechnologiesMAC Operating SystemsThe following certifications would be beneficial:A diploma or degree in Information Technology, C
https://www.executiveplacements.com/Jobs/A/2nd-Line-Suppoort-Engineer-1265418-Job-Search-02-24-2026-03-00-29-AM.asp?sid=gumtree
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