Networking & IT Helpdesk Specialist - First‑Line Support

The Talent Room; Gauteng; On-site; ZAR 240,000 - 320,000; Full time

Job summary

The Talent Room is seeking a Technical Support Agent to deliver friendly first-line assistance and advanced troubleshooting for customer internet connectivity issues. You will handle WAN, router, and VOIP related queries across multiple channels such as telephone, WhatsApp, web chat and email.

The role requires shift coverage seven days a week (7:00–22:00) with rotating weekends, and occasional in-person support.

Qualifications

• Must be able to work independently and efficiently in a fast-paced environment.
• Experience with WAN, routers and network troubleshooting is beneficial.
• Excellent written and verbal communication in English.
• Ability to document issues accurately in tickets.

Responsibilities

• Provide first line support via phone, WhatsApp, web chat and email.
• Troubleshoot WAN, router and network issues to restore connectivity.
• Record and update support tickets with accurate details.
• Escalate unresolved issues to the appropriate technical teams.
• Collaborate with the team to improve support processes.

Skills

Analytical thinking

Independent worker

Customer service

Problem solving

Time management

Technical aptitude

Clear communication

Education

Grade 12

N+ certification

A+ certification

CCNA / ICT qualification

Tools

Microsoft Office

Mikrotik

Cambium

Ubiquiti

TP-Link

Job description

The Talent Room is seeking a Technical Support Agent to deliver friendly first-line assistance and advanced troubleshooting for customer internet connectivity issues. You will handle WAN, router, and VOIP related queries across multiple channels such as telephone, WhatsApp, web chat and email.

The role requires shift coverage seven days a week (7:00–22:00) with rotating weekends, and occasional in-person support.