IT Helpdesk Specialist - Fast-Paced BPO CX

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

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.