Junior IT Helpdesk Agent

Key Responsibilities
First-Line Support

• Monitor and respond to incoming helpdesk tickets
• Resolve common IT issues including:

- Password resets and account lockouts
- Microsoft 365 user issues (Outlook, Teams, OneDrive sync issues)
- Basic workstation troubleshooting
- Printer and peripheral support
- Software installation and configuration

Microsoft 365 Support

• Assist with basic Microsoft 365 administrative tasks:
• User creation and license assignment
• MFA setup and resets
• Basic mailbox and Teams troubleshooting
• Escalate complex tenant or security issues appropriately

Ticket Handling & Escalation

• Accurately log, categorise, and prioritise tickets
• Escalate unresolved or complex issues to SLA Account Managers
• Follow internal escalation and communication processes

Client Interaction

• Communicate clearly and professionally with end users
• Provide timely updates on ticket progress
• Maintain a friendly, service-oriented approach

Learning & Development

• Build technical skills through exposure to real-world MSP environments
• Follow troubleshooting guides and internal documentation
• Participate in internal training and mentoring

Required Skills & Experience
Essential

• IT qualification or diploma
• Valid driving licence
• Must reside in Cape Town or surrounding areas.
• Professionalism: Well-presented, confident, and able to engage effectively with clients.
• 12 years' experience in an IT support or helpdesk role
• Basic understanding of Windows operating systems, Microsoft 365 applications and general IT troubleshooting concepts
• Strong communication and customer-service skills
• Willingness to learn and take guidance

Desirable

• Entry-level Microsoft certification (MS-900 or similar)
• Prior experience in an MSP or service desk environment
• Role Characteristics
• Office based
• Entry-level / junior position
• Ticket-queue focused (no assigned clients)
• Strong emphasis on learning and growth
• No Linux support required
• No server administration responsibilities