IT Agent - English Speaking

MCI; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

MCI is seeking an IT Agent in Cape Town to deliver first-line technical support in a fast-paced BPO environment. You will assist users with hardware, software and connectivity issues, troubleshoot problems, and ensure timely resolution while maintaining professional service levels.

The ideal candidate is technically minded, patient, and able to communicate clearly with users of varying technical knowledge. Start date: 26th August 2026.

Qualifications

• Grade 12 / NSC or equivalent.
• 1 year IT support, helpdesk, technical support, or similar role preferred.
• Basic understanding of computer hardware, software, OS and network connectivity.
• Fluent in English, both written and verbal.

Responsibilities

• Provide first-line technical support for hardware, software, systems, and connectivity-related issues.
• Respond to IT support requests via phone, email, chat, or ticketing systems.
• Troubleshoot and resolve common technical issues efficiently and professionally.
• Log, document, and track support requests through the appropriate ticketing system.
• Escalate complex or unresolved technical issues to the appropriate IT support team.
• Assist with password resets, account access, software issues, and basic system configuration.
• Support users with basic connectivity, workstation, printer, and peripheral issues.
• Follow established IT processes, procedures, and security protocols.
• Maintain accurate documentation of technical issues and resolutions.
• Provide clear guidance to users and ensure a positive support experience.
• Meet required service levels, productivity targets, and quality standards.

Skills

IT support

Customer service

English communication

Troubleshooting

Ticketing systems

Education

Grade 12 / NSC

Tools

Ticketing systems

Job description

POSITION OVERVIEW

Cape Town, ZA

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are looking for a reliable and customer-focused IT Agent to join our team and provide first-line technical support in a fast-paced BPO environment. In this role, you will assist users with a range of technical concerns, troubleshoot problems and ensure that queries are resolved efficiently while delivering a professional support experience.

The ideal candidate is technically minded, patient and able to communicate clearly with users of varying levels of technical knowledge.

Start Date: 26th August 2026

Key Responsibilities

• Provide first-line technical support for hardware, software, systems, and connectivity-related issues.
• Respond to IT support requests via phone, email, chat, or ticketing systems.
• Troubleshoot and resolve common technical issues efficiently and professionally.
• Log, document, and track support requests through the appropriate ticketing system.
• Escalate complex or unresolved technical issues to the appropriate IT support team.
• Assist with password resets, account access, software issues, and basic system configuration.
• Support users with basic connectivity, workstation, printer, and peripheral issues.
• Follow established IT processes, procedures, and security protocols.
• Maintain accurate documentation of technical issues and resolutions.
• Provide clear guidance to users and ensure a positive support experience.
• Meet required service levels, productivity targets, and quality standards.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

• Grade 12 / National Senior Certificate (or equivalent).
• 1 year of experience in IT support, helpdesk, technical support, or a similar role preferred.
• Basic understanding of computer hardware, software, operating systems, and network connectivity.
• Experience troubleshooting common technical issues.
• Experience with ticketing or service desk systems is advantageous.
• Previous BPO, contact centre, or customer service experience is advantageous.
• Fluent in English, both written and verbal.
• Strong communication and customer service skills.
• Comfortable working in a fast-paced, target-driven environment.
• Willingness to work shifts, including weekends or public holidays, where required.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.