Technical Support Agent - Klerksdorp Division

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

Benefits offered by this job

Medical aid

Provident fund

Professional development

Job summary

Placements24 is seeking a Technical Support Agent for our client in Klerksdorp, North West. You will be the first line of help for users, resolving hardware and software issues and guiding them through troubleshooting steps.

You will work with a team, use a ticketing system, and maintain detailed logs. Applicants should have experience with Windows and macOS, a solid network basics understanding, and strong communication skills.

Qualifications

• Proven experience in technical support for hardware and software.
• Strong OS knowledge: Windows and macOS, plus networks basics.
• Excellent troubleshooting and communication skills.
• Experience with helpdesk software and remote support.
• Team player with ability to work independently.

Responsibilities

• Respond to support requests via phone, email, and ticketing system.
• Diagnose hardware and software issues and provide solutions.
• Guide users through step-by-step troubleshooting.
• Escalate complex issues to higher-level support.
• Maintain detailed logs of issues and resolutions.
• Install, configure, and update software/hardware as needed.
• Educate users on basic troubleshooting techniques and product functionalities.
• Contribute to knowledge base with common issues and solutions.

Skills

Technical support

Hardware issues

Software issues

Windows

macOS

Troubleshooting

Helpdesk software

Remote support

Communication

Education

High school diploma

CompTIA A+

Tools

Remote desktop tools

Ticketing system

Job description

About the Role

Our client, a leading technology firm, is seeking a proficient Technical Support Agent to join their established team in **Klerksdorp, North West**. This role is integral to providing timely and effective technical assistance to users encountering issues with our client's diverse range of software and hardware products. The ideal candidate will possess a strong technical aptitude, excellent problem-solving skills, and a commitment to delivering outstanding customer support. You will be the first line of defense in resolving technical queries, ensuring minimal disruption to user operations. This position is based at our **Klerksdorp** office, offering a stable and supportive work environment for dedicated professionals looking to advance their careers in IT support.

Key Responsibilities

• Respond to technical support requests via phone, email, and our internal ticketing system.
• Diagnose hardware and software issues, providing clear and concise solutions to end-users.
• Guide users through step-by-step troubleshooting processes, ensuring their understanding and successful resolution.
• Escalate unresolved or complex issues to higher-level support technicians or relevant departments.
• Maintain detailed logs of reported issues, troubleshooting steps, and resolutions in the support database.
• Install, configure, and update software and hardware as required for user support.
• Educate users on basic troubleshooting techniques and product functionalities to enhance their self-sufficiency.
• Contribute to the knowledge base by documenting common issues and their solutions.

Requirements

• Proven experience in a technical support role, handling both hardware and software issues.
• Strong understanding of operating systems (Windows, macOS), common applications, and network fundamentals.
• Excellent troubleshooting and diagnostic skills.
• Effective communication and interpersonal skills, with the ability to explain technical details clearly to non-technical users.
• Experience with helpdesk software and remote support tools.
• Ability to work effectively within a team and independently.
• A proactive attitude towards learning new technologies and solutions.
• High school diploma or equivalent; relevant certifications (e.g., CompTIA A+) are highly desirable.
• Familiarity with the **Klerksdorp** area and local business context is beneficial.

Benefits

Our client offers a competitive salary package, comprehensive medical aid, and a provident fund contribution. Employees enjoy a structured work environment with opportunities for professional development and advancement. This role provides exposure to a wide array of technological challenges and the chance to work with a supportive team in **Klerksdorp**. Join us and become a vital part of our client's commitment to excellent technical service.