Senior Front Line Technical Support

HR Corporation; Roodepoort; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading technical support firm in South Africa seeks an experienced Front Line Senior Technical Support Agent to manage technical interfaces for clients. Responsibilities include providing end-to-end support for ICT services, from troubleshooting issues to managing incidents. Candidates should have a background in ICT support with at least 5 years of experience and possess an IT Diploma or relevant certifications. This role demands strong technical skills and the ability to thrive in high-pressure environments.

Qualifications

• 5+ years of verifiable experience in ICT Support role.
• Deep understanding of Networking fundamentals and Cybersecurity concepts.
• Proficiency in M365 administration and hosted VoIP solutions.

Responsibilities

• Manage first-line technical responses via helpdesk and multiple channels.
• Provide end-to-end support for Internet/Connectivity, Network Infrastructure, M365, and VoIP systems.
• Execute diagnostics and lead escalation process, coordinating with departments and vendors.

Skills

Technical proficiency

Client relationship management

Technical troubleshooting

Incident coordination

Networking fundamentals

Cybersecurity concepts

M365 administration

Hosted VoIP solutions

Education

IT Diploma/Degree or relevant certifications (CCNA, M365)

Job description

Remuneration: ±R25k Monthly, based on experience.

Role Overview: We are seeking a seasoned Front Line Senior Technical Support Agent to serve as the primary technical interface for our clients. This role demands a unique blend of high-level technical proficiency and exceptional client‑relationship management. You will be responsible for the first and second‑line diagnosis and resolution of incidents across a diverse ICT portfolio.

Key Performance Areas

• Client Interface: Manage first-line technical responses via helpdesk and multiple communication channels, ensuring 100% ticket accuracy.
• Technical Troubleshooting: Provide end-to-end support for Internet/Connectivity, Network Infrastructure (Firewalls, Switches), M365, and VoIP systems.
• Incident Coordination: Execute initial diagnostics and lead the escalation process, coordinating with internal departments and third-party vendors to meet SLAs.
• Operational Excellence: Maintain rigorous documentation, participate in service review meetings, and assist in optimizing support frameworks.

5+ years of verifiable experience in an ICT Support role (preferably MSP).

Deep understanding of Networking fundamentals and Cybersecurity concepts.

Proficiency in M365 administration and hosted VoIP solutions.

Proven ability to manage high-pressure environments with a structured, solution-oriented approach.

Qualifications: IT Diploma/Degree or relevant certifications (CCNA, M365) are highly advantageous.

Senior Front Line Technical Support – The Face of our Tech Excellence Johannesburg East • Roodepoort