IT Support Agent

PricewaterhouseCoopers; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading consulting firm in Johannesburg is seeking an IT Support Agent to provide technical support and ensure excellent service delivery. The role involves assisting users via various communication channels, troubleshooting technical issues, and collaborating with IT teams. Candidates should have at least 3 years of IT support experience, with relevant certifications and strong communication skills. This position contributes to maintaining effective IT services and user satisfaction.

Qualifications

• Minimum 3 years of IT support experience required.
• Experience with call logging systems and ITSM tools.
• Ability to work independently or in a team.

Responsibilities

• Provide 1st and 2nd line support via phone, email, chat, and in person.
• Ensure a professional, courteous, and consistent level of service.
• Identify recurring issues and assist in root cause analysis.

Skills

CompTIA A+ / N+

Microsoft Certifications (MCSE / MCSA / MCP)

Strong technical knowledge and troubleshooting skills

Excellent verbal and written communication

Ability to prioritize tasks under pressure

Tools

ITSM tools

Call logging systems

Job description

Job Title: IT Support Agent

Location: Gauteng, Johannesburg

Application Deadline: August 30, 2025

Key Responsibilities:

1. 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.