Lead, Technical Support & Operations

Nxatel, Pty; Pretoria; Híbrido; ZAR 7700 - 10.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical aid

Life insurance

Retirement planning

Career development

Hybrid work

Descripción de la vacante

Nxatel Pty in Centurion, Gauteng, is seeking a proactive Technical Support Agent to join our growing team. The role provides first-line technical assistance to users, diagnosing and resolving issues while supporting hybrid work at the Centurion hub.

You will handle hardware and software queries, log interactions, and assist customers with how-to guidance. The ideal candidate has strong technical aptitude, excellent communication, and a customer-focused approach to ensure uninterrupted use of our

Formación

• Proven experience in technical support or IT support roles.
• Strong knowledge of computer hardware, software, and networking.
• Familiarity with IT ticketing systems (Jira/ServiceNow).
• Excellent problem-solving and communication skills.
• Ability to work effectively in a hybrid Centurion environment.

Responsabilidades

• Provide first-line technical assistance for computer systems, software, and hardware.
• Respond to queries within defined SLAs.
• Diagnose and resolve hardware and software issues.
• Install, modify, and repair computer hardware/software.
• Guide users through problem-solving steps.
• Escalate unresolved issues to internal teams using standard procedures.
• Log all interactions and resolutions in the ticketing system.
• Provide basic training to users on software/hardware usage.
• Suggest improvements to procedures and processes.

Conocimientos

Technical proficiency

Troubleshooting

Customer service

Communication

Remote support

Educación

Diploma or degree in Computer Science/IT

Herramientas

Jira

ServiceNow

Remote desktop

Descripción del empleo

Technical Support Agent

Our client is actively seeking a proficient Technical Support Agent to join their growing team in Centurion, Gauteng. This role is pivotal in providing first-line technical assistance to users, diagnosing and resolving issues efficiently. The position embraces a hybrid work model, allowing for a blend of remote work and in-office collaboration at our Centurion hub. We are looking for individuals with a strong technical aptitude, excellent communication skills, and a commitment to delivering outstanding support. You will be instrumental in ensuring our clients can utilize our products and services without interruption, contributing directly to their success and our company's reputation. This role offers a chance to work with cutting-edge technology.

About the Role

Our client is actively seeking a proficient Technical Support Agent to join their growing team in Centurion, Gauteng. This role is pivotal in providing first-line technical assistance to users, diagnosing and resolving issues efficiently. The position embraces a hybrid work model, allowing for a blend of remote work and in-office collaboration at our Centurion hub. We are looking for individuals with a strong technical aptitude, excellent communication skills, and a commitment to delivering outstanding support. You will be instrumental in ensuring our clients can utilize our products and services without interruption, contributing directly to their success and our company's reputation. This role offers a chance to work with cutting-edge technology.

Key Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.


• Respond to queries under defined service level agreements (SLAs).


• Diagnose and resolve technical hardware and software issues.


• Install, modify, and repair computer hardware and software.


• Walk customers through problem-solving processes.


• Follow standard procedures for escalation of unresolved issues to the appropriate internal teams.


• Log all support interactions and resolutions in the ticketing system.


• Provide basic training to users on software and hardware usage.


• Identify and suggest possible improvements on procedures.


• Maintain a high degree of customer service for all support queries.

Requirements

• Proven experience as a Technical Support Specialist, IT Support, or similar role.


• Good knowledge of computer hardware, software, and networking.


• Experience with IT support ticketing systems (e.g., Jira, ServiceNow).


• Excellent problem-solving and diagnostic skills.


• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.


• Familiarity with remote desktop applications and help desk software.


• A relevant IT certification (e.g., CompTIA A+) is highly desirable.


• Ability to work effectively in a hybrid environment, balancing remote and office-based tasks in Centurion.


• Diploma or degree in Computer Science, IT, or a related field preferred.


• Customer-oriented and patient demeanor.

Benefits

• Our client offers an attractive annual salary of 9000 ZAR, along with a comprehensive benefits package including medical aid, life insurance, and retirement planning.


• The hybrid work arrangement provides flexibility, while our modern Centurion office offers a stimulating work environment.


• Opportunities for professional development, certifications, and career progression are readily available.


• Join a team that values innovation, collaboration, and employee growth.


• Regular performance reviews and feedback sessions are conducted to support your career trajectory.