Junior It Support Technician

Alpha Bpo; KwaZulu-Natal; Hybride; ZAR 180 000 - 240 000; Plein temps

Résumé du poste

Alpha BPO seeks a proactive IT Service Desk Agent to provide first-line technical support for employees across onsite and remote operations. You will troubleshoot issues, log tickets, and ensure timely resolution or escalation in line with SLAs.

Responsibilities include supporting Windows devices, Microsoft 365, user accounts, peripherals, printers, and connectivity, plus onboarding/offboarding and maintaining accurate records. Strong communication and reliability are essential.

Qualifications

• ICT Diploma or Degree, OR CompTIA A+ and Network+ certifications completed or equivalent demonstrable knowledge.
• 1-2 years' experience in an IT Service Desk, Desktop Support, or similar IT support environment.
• Experience troubleshooting desktop hardware, printers, and user accounts.

Responsabilités

• Provide first-line IT support to onsite and remote employees.
• Log, categorise, prioritise, troubleshoot, and document service desk incidents.
• Escalate unresolved issues per SLA and business impact.
• Support Windows devices, Microsoft 365, user accounts, peripherals, printers, and connectivity.
• Perform software installations, device configurations, and endpoint onboarding/offboarding.
• Maintain accurate ticket updates and asset records.
• Adhere to security policies and change control processes.
• Deliver professional customer service to end users.

Connaissances

Customer support

Troubleshooting

Remote support

Formation

ICT Diploma or Degree

CompTIA A+ and Network+ certifications

Description du poste

Alpha BPO is seeking a proactive and customer-focused IT Service Desk Agent to provide first-line technical support to employees across onsite and remote operations. The successful candidate will be responsible for troubleshooting IT issues, supporting end users, maintaining accurate service desk records, and ensuring timely resolution or escalation of incidents in line with business requirements and SLAs.

Key Responsibilities

• Provide first-line IT support to onsite and remote employees.
• Log, categorise, prioritise, troubleshoot, and document service desk incidents and requests.
• Escalate unresolved issues in accordance with SLA requirements and business impact.
• Support Windows devices, Microsoft 365 applications, user accounts, peripherals, printers, and connectivity issues.
• Perform software installations, device configurations, and endpoint onboarding/offboarding.
• Maintain accurate ticket updates, asset records, and shift handover documentation.
• Adhere to IT security policies, standard operating procedures, and change control processes.
• Deliver professional and efficient customer service to end users.

Minimum Requirements

Qualifications

• ICT Diploma or Degree, OR
• CompTIA A+ and Network+ certifications (completed or equivalent demonstrable knowledge).

Experience

• 1-2 years' experience in an IT Service Desk, Desktop Support, or similar IT support environment.
• Internship, apprenticeship, or practical laboratory experience will be considered.
• Experience troubleshooting:
  • Desktop and laptop hardware
  • Printers and peripheral devices
  • User accounts and access issues
  • Common business applications
• Exposure to ticket logging systems and customer-facing support environments is advantageous.

Other Important Attributes:

• Clear written and verbal communication, professionalism and patience when supporting end users.
• Reliable shift attendance, punctuality, ownership of tickets and timely updates to users and stakeholders.
• Logical troubleshooting, willingness to learn, confidentiality and adherence to security procedures.
• Ability to work independently and within a team, prioritise business-critical incidents and escalte when needed.