Technical Support Agent

Placements24; Randburg; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid work model

Health, dental, and vision insurance

Professional development opportunities

Job summary

Placements24 in Randburg is seeking a skilled Technical Support Agent to provide first- and second-level support, diagnose hardware, software, and network issues, and keep accurate records.

This hybrid role combines remote troubleshooting with in-office collaboration at our Randburg hub, offering a balanced schedule, career growth, and a chance to contribute to customer success and technical excellence.

Qualifications

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS) and common applications.
• Proficiency with remote troubleshooting tools and ticketing systems.

Responsibilities

• Provide first- and second-level technical support to customers via phone, email, and remote access tools.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues for end-users.
• Document all technical issues, steps taken, and resolutions accurately within the ticketing system.
• Escalate complex or unresolved issues to senior support staff or engineering teams.
• Develop and update knowledge base articles and technical documentation for common issues.
• Assist with user account management and system configurations as required.

Skills

Tech support experience

Windows/macOS knowledge

Remote troubleshooting

Ticketing systems

Tools

Ticketing system

Job description

Our client is seeking a skilled and proactive Technical Support Agent to join their dynamic team in Randburg. This role is essential for providing expert technical assistance to customers, ensuring they can effectively utilize our products and services. You will diagnose and resolve a wide range of technical issues, playing a crucial part in maintaining customer satisfaction and system functionality. This hybrid position allows for a balanced work environment, combining remote flexibility with in-office collaboration in our Randburg hub, supporting a culture of continuous improvement and technical excellence.

Key Responsibilities

• Provide first- and second-level technical support to customers via phone, email, and remote access tools.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues for end-users.
• Document all technical issues, steps taken, and resolutions accurately within the ticketing system.
• Escalate complex or unresolved issues to senior support staff or engineering teams.
• Develop and update knowledge base articles and technical documentation for common issues.
• Assist with user account management and system configurations as required.

Requirements

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS), common applications, and network fundamentals.
• Proficiency with remote troubleshooting tools and ticketing systems.
• Excellent problem-solving skills and the ability to explain technical concepts clearly to non-technical users.
• Ability to work effectively in a hybrid environment, managing time and tasks efficiently.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are advantageous.

Benefits

• Competitive salary with performance-based incentives.
• Hybrid work model offering flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional development and certifications.
• A collaborative and innovative work environment in Randburg.