Our client is seeking a dedicated IT Support professional to serve as the primary technical point of contact between the company and its clients. The role involves delivering proactive, high-quality technical support, ensuring customer satisfaction, taking ownership of tasks, communicating effectively, and following company procedures to resolve issues on the first attempt or escalate them promptly when necessary.

1. Technical Support & Service Delivery

• Provide first-level technical support to resolve hardware, software, and network issues within SLA targets.
• Achieve first-time resolution wherever possible; escalate unresolved issues within 2 hours after completing troubleshooting steps.
• Log all work accurately in real time (billable and non-billable) in Autotask before moving to the next ticket.
• Follow company workflows to prioritise tickets by urgency and age, ensuring timely resolution.
• Maintain familiarity with current IT equipment, services, and company-approved tools to deliver effective support.

2. Customer Service Excellence

• Deliver professional, empathetic, and proactive communication throughout the support process to enhance client satisfaction.
• Keep clients informed at every stage of ticket handling to avoid long gaps without updates.
• Build rapport and trust through personalised service and consistent professionalism during interactions.
• Educate clients on equipment operation and care to prevent recurring issues and improve user experience.

3. Process & Accountability

• Adhere to all documented processes, escalation channels, and company standards to ensure compliance and efficiency.
• Take initiative to identify workflow or service delivery improvements and recommend practical solutions.
• Demonstrate transparency by acknowledging mistakes and applying lessons learned to prevent recurrence.

4. Collaboration & Knowledge Sharing

• Share technical knowledge and mentor peers to strengthen team capability and service quality.
• Collaborate professionally with internal teams (sales, marketing, vendors) to ensure smooth handovers and accurate information flow.

5. Continuous Development

• Participate in monthly one-on-ones and quarterly reviews to track performance and growth.
• Complete certifications and scheduled training to meet quarterly and annual development goals.
• Stay informed on emerging technologies and company-approved tools to maintain technical relevance

Requirements:

Education

• Matric (Grade 12)
• IT-related diploma or NQF Level 5 qualification desirable.

Experience

• 1–2 years in an IT support or service desk environment.
• Familiarity with Microsoft 365, Windows Desktop OS, basic networking, network cabling and troubleshooting, and ticketing systems (e.g., Autotask).
• Hands-on Desktop and Laptop hardware support and Troubleshooting skills.
• Standard PC software support example: MS Outlook setup, MS Office application support, and Desktop Windows OS Installations.
• Basic understanding of IP Telephony, example: 3CX PBX, Yeastar PBX

Closing Date: 04 November 2026