IT Helpdesk Agent: First-Line Network Support

The Talent Room; Wes-Kaap; On-site; ZAR 180,000 - 240,000; Full time

Job summary

The Talent Room is seeking a Technical Support Agent to deliver friendly first-line support and advanced troubleshooting for internet connectivity, routers, and VOIP, across in-person and multiple channels. You will handle tickets, monitor networks, assist field techs remotely, and participate in rotating shifts including weekends.

Strong communication, problem-solving, and independent work are essential. Experience in networking and customer service, plus the ability to adapt to a fast-paced

Qualifications

• Grade 12 / Senior Certificate required.
• N+ & A+ certification beneficial.
• CCNA and other ICT qualifications advantageous.
• Experience with fiber networks, wireless and Wi‑Fi routers.
• Proficient in Microsoft Office (Outlook, Teams) required.
• English proficiency essential; additional language preferable.

Responsibilities

• Provide first-call resolution across multiple channels (telephone, WhatsApp, web chat, email).
• Support walk-in clients as needed and route calls to appropriate departments.
• Record support requests in the ticketing system and ensure timely updates.
• Escalate unresolved issues to NOC, Field Ops or relevant teams.
• Monitor Teams and WhatsApp for messages and maintain regular follow-ups.
• Assist field technicians remotely with troubleshooting and credentials.

Skills

Analytical

Customer service

Independent work

Problem solving

Technical aptitude

Communication

Teamwork

Time management

Work under pressure

Education

Grade 12 / Senior Certificate

N+ & A+ certification

CCNA advantageous

MTCNA

ICT qualification

Tools

Mikrotik

Cambium

Ubiquiti

Totolink

TP-Link

Job description

The Talent Room is seeking a Technical Support Agent to deliver friendly first-line support and advanced troubleshooting for internet connectivity, routers, and VOIP, across in-person and multiple channels. You will handle tickets, monitor networks, assist field techs remotely, and participate in rotating shifts including weekends.

Strong communication, problem-solving, and independent work are essential. Experience in networking and customer service, plus the ability to adapt to a fast-paced