IT Support Agent

PwC - Global; Johannesburg; On-site; ZAR 250,000 - 400,000; Full time

Job summary

An international professional services firm is seeking an IT Support Analyst for their Johannesburg office. The role involves providing 1st and 2nd line technical support, ensuring efficient IT operations across various platforms. Candidates should have at least 3 years of relevant experience, CompTIA A+/N+ certification, and strong communication skills. This hybrid position requires proactive problem-solving and an ability to support a diverse client base, contributing to high levels of customer satisfaction.

Qualifications

• Minimum 3 years of IT support experience.
• Strong technical knowledge and troubleshooting skills.
• Excellent verbal and written communication.

Responsibilities

• Provide 1st and 2nd line support via phone, email, chat, and in-person.
• Log, analyze, and resolve incidents using the ITSM system.
• Deliver desk-side support including hardware setup and repairs.

Skills

Technical knowledge

Troubleshooting skills

Communication

Customer service

Proactive mindset

Education

CompTIA A+/N+

Microsoft Certifications (MCSE/MCSA/MCP)

Tools

ITSM tools

Call logging systems

Job description

Management Level

Associate

Job Description & Summary

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.

Those in IT support at PwC will focus on providing front-line technical assistance and troubleshooting to facilitate smooth functioning of computer systems software and hardware. Working in this area, you will be responsible for providing support to internal and external clients to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. The guidance will help to resolve technical issues and maintain efficient IT operations at the L2 up to L4 support levels.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements.

Role Overview:

The IT Support Analyst provides 1st and 2nd line technical support across multiple locations and platforms, acting as a key point of contact for IT-related incidents and requests. This hybrid role combines front-line support in Tech Lounges with remote Service Desk responsibilities, ensuring high levels of customer satisfaction and operational efficiency.

Key Responsibilities:

Technical Support & Incident Management

• Provide 1st and 2nd line support via phone, email, chat, and in-person.
• Log, analyze, and resolve incidents and service requests using the ITSM system.
• Deliver desk-side and Tech Lounge support including hardware setup, repairs, printing, AV, and video conferencing.
• Support mobile platforms, Windows and Mac OS, MS Office, and enterprise applications.
• Perform user administration and access management tasks.

Customer Service & Communication

• Ensure a professional, courteous, and consistent level of service.
• Communicate effectively with users, team members, and management.
• Promote a customer-centric environment with outstanding service delivery.

Collaboration & Knowledge Sharing

• Work closely with Infrastructure, and other IT teams.
• Contribute to support documentation, known error records, and solution articles.
• Share knowledge to enhance team capability and service quality.

Monitoring, Analysis & Improvement

• Undertake proactive service monitoring and participate in project activities.
• Identify recurring issues and assist in root cause analysis and problem management.
• Recommend and implement process improvements to enhance service delivery.

Operational Support

• Maintain accurate records and documentation.
• Participate in after-hours support rotations.
• Support asset management and ensure compliance with IT policies.

Skills & Experience:

Essential:

• CompTIA A+ / N+, Microsoft Certifications (MCSE/MCSA/MCP).
• Minimum 3 years of IT support experience.
• Strong technical knowledge and troubleshooting skills.
• Experience with call logging systems and ITSM tools.
• Excellent verbal and written communication.
• Ability to prioritize tasks under pressure and work independently or in a team.

Desirable:

• Service Desk Foundation certification.
• Experience supporting AV equipment and printers.

Personal Attributes:

• Self-motivated, proactive, and resilient.
• Detail-oriented with strong analytical skills.
• Confident and approachable with a team-player mindset.
• Committed to continuous improvement and kno wledge sharing.

Travel Requirements

Up to 20%

Available for Work Visa Sponsorship?

No

Job Posting End Date

July 31, 2025