Helpdesk Support Agent

Placements24; Polokwane; Hybrid; ZAR 180,000 - 260,000; Full time

Job summary

Placements24 in South Africa seeks a highly skilled Helpdesk Support Agent to join its fully remote team serving Polokwane and nationwide. You will be the first point of contact for IT problems, ensuring smooth operations and user satisfaction.

The role requires strong troubleshooting, excellent communication, and independence in a remote work setup. Responsibilities include resolving requests, guiding users on best practices, and documenting configurations.

Qualifications

• Experience in an IT helpdesk or technical support role.
• Strong knowledge of Windows and macOS, Office suite.
• Familiarity with network protocols and troubleshooting.
• Good problem-solving and remote communication skills.
• Relevant IT certifications (e.g., CompTIA A+, Network+) a plus.

Responsibilities

• Respond to and resolve tech support requests via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues for end-users.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Provide guidance and training on IT best practices and system usage.
• Document support activities and configurations accurately.
• Escalate unresolved issues to senior IT staff or external vendors as needed.

Skills

IT support

Windows

macOS

Microsoft Office

Networking

Communication skills

Education

CompTIA A+ (certs a plus)

Network+ (certs a plus)

Tools

Ticketing system

Remote support tools

Job description

About the Role

Our client is seeking a highly skilled and motivated Helpdesk Support Agent to join their fully remote team, serving clients in the Polokwane region and nationally. This role is critical in providing first-level technical support and resolving IT-related issues for employees and customers. You will be the initial point of contact for technical problems, ensuring smooth operations and user satisfaction. This is an ideal position for an individual who is adept at troubleshooting, possesses excellent communication skills, and thrives in an independent, remote work environment.

Key Responsibilities

• Respond to and resolve technical support requests via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues for end-users.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Provide guidance and training to users on IT best practices and system usage.
• Document all support activities, resolutions, and system configurations accurately.
• Escalate unresolved issues to senior IT staff or external vendors as needed.

Requirements

• Proven experience working in an IT helpdesk or technical support role.
• Strong knowledge of operating systems (Windows, macOS), Microsoft Office Suite, and common applications.
• Familiarity with network protocols and troubleshooting common network issues.
• Excellent problem-solving skills and the ability to diagnose technical problems systematically.
• Strong communication and customer service skills, essential for effective remote support.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are a plus.

Benefits

• Competitive annual salary with potential for overtime pay.
• Comprehensive health, dental, and vision insurance.
• Home office setup allowance and internet subsidy.
• Opportunities for professional development, including certifications and training.
• A collaborative and supportive remote team culture.