Technical Support Agent

Placements24; Upington; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Health and retirement benefits

Technical training and development

Collaborative team environment

Job summary

Placements24 in Upington seeks a skilled Technical Support Agent to deliver first-line assistance for our client’s products and services. You will diagnose issues, guide users through solutions, and document steps in the ticketing system, while contributing to knowledge base articles. Strong communication and problem-solving are essential.

You will work in a customer-centric team, with ongoing training and career development opportunities.

Qualifications

• Proven experience as a Technical Support Agent or in a similar IT support role.
• Strong knowledge of Windows, macOS and Linux.
• Familiarity with network protocols and troubleshooting techniques.

Responsibilities

• Provide first-level technical support to users via phone, email, and remote access tools.
• Diagnose and troubleshoot hardware, software, and network issues reported by customers.
• Guide users through step-by-step solutions for technical problems.
• Escalate complex technical issues to higher-level support teams or engineers when necessary.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.

Skills

Windows OS

macOS

Linux

Troubleshooting

Network protocols

Customer communication

Remote support

Ticketing systems

Tools

Remote access tools

Ticketing systems

Job description

About the Role

Our client is seeking a knowledgeable and helpful Technical Support Agent to join their dedicated team in Upington, Northern Cape . This role is critical for providing users with timely and effective assistance for technical issues related to our client's products and services. You will be responsible for diagnosing problems, guiding users through solutions, and ensuring a seamless technical experience. This position offers a great opportunity for individuals with a passion for technology and problem-solving to make a significant impact within a customer-centric organization.

Key Responsibilities

• Provide first-level technical support to users via phone, email, and remote access tools.
• Diagnose and troubleshoot hardware, software, and network issues reported by customers.
• Guide users through step-by-step solutions for technical problems.
• Escalate complex technical issues to higher-level support teams or engineers when necessary.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.

Requirements

• Proven experience as a Technical Support Agent or in a similar IT support role.
• Strong knowledge of common operating systems (Windows, macOS, Linux) and software applications.
• Familiarity with network protocols and troubleshooting techniques.
• Excellent problem-solving skills and the ability to analyze technical issues effectively.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.

Benefits

• Competitive salary and potential for performance-based bonuses.
• Opportunity to work with cutting-edge technology in Upington .
• Comprehensive health and retirement benefits.
• Access to ongoing technical training and professional development.
• A supportive and collaborative team environment.