Technical Support Agent (Durban)

Placements24; Durban; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical aid

Pension fund

Hybrid working arrangement

IT certifications support

Paid leave

Job summary

WhatJobs Direct is seeking a proactive Technical Support Agent in Durban, KwaZulu-Natal, to provide first-line assistance across hardware, software, and networking issues. The role supports a hybrid work model, with office presence in Durban and remote flexibility, enabling effective customer outcomes.

The ideal candidate will have 2+ years in technical support, be proficient across Windows/macOS/Linux, and demonstrate strong communication and problem-solving skills to guide users through

Qualifications

• Minimum 2 years in a technical support role.
• Strong understanding of Windows, macOS and Linux plus common software.
• Experience with remote support tools and methodologies.
• Excellent problem-solving and diagnostic skills.
• Clear and concise communication, written and verbal.

Responsibilities

• Respond to technical support requests via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues for end-users.
• Guide customers through installation, configuration, and troubleshooting steps.
• Escalate unresolved issues to higher-level support as needed.
• Maintain accurate records of support requests and resolutions.

Skills

Technical support

Windows/macOS/Linux

Remote support tools

Problem solving

Clear communication

Hybrid work experience

Customer-focused

Education

High school diploma

IT certifications (e.g., CompTIA A+, Network+)

Tools

Remote support tools

Job description

About the Role

Our client, WhatJobs Direct, is seeking a skilled and proactive Technical Support Agent to join their expanding operations in **Durban, KwaZulu-Natal**. This critical role involves providing first-line technical assistance and support to customers, ensuring that their technical issues are resolved efficiently and effectively. You will be instrumental in maintaining customer satisfaction by offering timely and accurate solutions, troubleshooting hardware and software problems, and guiding users through step-by-step solutions. This position offers an exciting opportunity to work with a diverse range of technical challenges in a supportive environment. As part of a hybrid work model, you will benefit from the flexibility of working both remotely and from our **Durban** office, fostering a modern and adaptable approach to work-life balance. We are looking for an individual with a strong technical aptitude and excellent communication skills, ready to contribute to our client's success in the **KwaZulu-Natal** region.

Key Responsibilities

• Respond to technical support requests from customers via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues for end-users.
• Guide customers through installation, configuration, and troubleshooting processes.
• Escalate unresolved issues to higher-level support technicians or relevant departments.
• Maintain accurate records of support requests, actions taken, and resolutions in the helpdesk system.
• Develop and update technical documentation, including FAQs and user guides.
• Provide feedback to the product development team on recurring technical issues and user feedback.
• Stay up-to-date with the latest technology trends and product updates relevant to the company’s offerings.
• Assist in the setup and maintenance of technical support equipment.
• Ensure customer satisfaction by providing prompt, reliable, and friendly technical assistance.

Requirements

• Minimum of 2 years of experience in a technical support role.
• Strong understanding of operating systems (Windows, macOS, Linux), common software applications, and basic networking concepts.
• Experience with remote support tools and methodologies.
• Excellent problem-solving and diagnostic skills.
• Clear and concise communication skills, both written and verbal.
• Ability to explain technical concepts to non-technical users.
• Experience working in a hybrid remote/office setting is preferred.
• Customer-focused mindset with a patient and helpful demeanor.
• High school diploma or equivalent; IT certifications (e.g., CompTIA A+, Network+) are highly desirable.
• Familiarity with the **Durban** business environment and tech landscape is an advantage.

Benefits

• Competitive annual salary of R .
• Medical aid benefits.
• Pension fund contributions.
• Flexible hybrid working arrangement.
• Opportunities for professional development and IT certifications.
• Access to modern facilities in **Durban**.
• Paid leave and holidays.
• Supportive team culture.