Technical Support Agent

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary with incentives

Medical and dental coverage

Hybrid work model

Ongoing training and development

Access to IT equipment and software

Collaborative team atmosphere

Paid time off and holidays

Retirement savings plan

Job summary

Placements24 is hiring a Technical Support Agent in Nelspruit, Mpumalanga for a hybrid role. You will deliver first-level support via phone, email, and chat, diagnose hardware/software and network issues, and guide customers through step-by-step solutions.

The role emphasizes proactive communication, documentation, and collaboration with senior staff. Prior helpdesk experience and CompTIA A+ are advantageous, with ongoing training and development opportunities.

Qualifications

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of Windows and macOS operating systems and common software applications.
• Familiarity with basic networking concepts and troubleshooting.
• Excellent communication and interpersonal skills.
• Proficiency with helpdesk software and remote support tools.
• Able to work independently in a hybrid environment.
• High school diploma or equivalent; CompTIA A+ is a plus.
• Customer-focused with a desire to resolve issues.
• Adaptable and eager to learn new technologies.

Responsibilities

• Provide first-level technical support to customers via phone, email, and chat.
• Troubleshoot and diagnose hardware, software, and network issues.
• Guide customers through step-by-step solutions for common problems.
• Install, configure, and maintain computer hardware and software.
• Log all support interactions and feedback in the ticketing system.
• Escalate unresolved issues to senior technical staff.
• Assist in creating and updating technical documentation and knowledge base articles.
• Monitor support channels for incoming requests and respond promptly.
• Identify trends in technical issues and report them for product improvement.
• Maintain a high level of customer satisfaction through professional support.

Skills

Technical support

Troubleshooting

Customer service

Windows/macOS

Networking basics

Remote support tools

Time management

Communication

Education

High school diploma

CompTIA A+ certification

Tools

Helpdesk software

Remote tools

Job description

About the Role

Our client, a leading provider of IT solutions, is seeking a skilled and dedicated Technical Support Agent to join their customer service division in Nelspruit, Mpumalanga . This role is integral to ensuring our client's customers receive timely and effective technical assistance for their software and hardware needs. The ideal candidate is a proactive problem-solver with strong communication skills and a passion for technology. This hybrid position offers the benefit of working both in the office and remotely, providing flexibility while maintaining team collaboration and access to resources.

Key Responsibilities

• Provide first-level technical support to customers via phone, email, and chat.
• Troubleshoot and diagnose hardware, software, and network issues.
• Guide customers through step-by-step solutions for common technical problems.
• Install, configure, and maintain computer hardware and software as required.
• Log all support interactions, resolutions, and customer feedback in the ticketing system.
• Escalate unresolved issues to senior technical staff or specialized teams.
• Assist in creating and updating technical documentation and knowledge base articles.
• Monitor customer support channels for incoming requests and ensure timely responses.
• Identify trends in technical issues and report them to the relevant teams for product improvement.
• Maintain a high level of customer satisfaction through professional and efficient support.

Requirements

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS) and common software applications.
• Familiarity with basic networking concepts and troubleshooting.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency in using helpdesk software and remote support tools.
• Ability to work independently and manage time effectively in a hybrid environment.
• High school diploma or equivalent; a technical certification (e.g., CompTIA A+) is a plus.
• Customer-focused approach with a strong desire to resolve issues.
• Adaptability and willingness to learn new technologies.

Benefits

• Competitive salary with potential for performance-based incentives.
• Comprehensive medical and dental coverage.
• Hybrid work model providing flexibility.
• Ongoing training and opportunities for professional development.
• Access to cutting-edge IT equipment and software.
• A collaborative and supportive team atmosphere.
• Paid time off and company holidays.
• Retirement savings plan.