IT Support Agent

About

Description

A front-line technical support role providing 1st and 2nd line IT support in a client-facing environment to ensure smooth IT operations and high customer satisfaction. The agent will work from a Tech Lounge, offering desk-side support, hardware repairs, software assistance, and collaborating with other IT teams to resolve incidents and improve service delivery.

Responsibilities

• Log and manage Incidents/Requests from the Service Desk
• Provide desk-side and Tech Lounge support (computer set-ups, hardware repairs, printing, asset management, VC support, local software support)
• Deliver professional service within agreed deadlines and promote outstanding client service
• Act as an escalation point for junior technicians
• Identify repeat incidents and contribute to knowledge base articles
• Conduct root-cause problem analysis to reduce future incidents
• Participate in after-hours support as per the schedule
• Work collaboratively with Service Desk and other IT teams to improve processes and service quality

Qualifications

• Education: Not explicitly stated, but a relevant IT qualification/certification is implied
• Experience & Skills:
• Proven experience in supporting IT end users
• Technical knowledge in mobile platform support, printer hardware/drivers, and audio-visual equipment
• Strong troubleshooting, diagnostic, and problem-resolution skills
• Excellent verbal and written communication skills with a clear, courteous telephone manner
• Ability to prioritize tasks, work under pressure, and handle different levels of impact/urgency
• Must be a proactive, resilient team player who can also work independently
• Detail-oriented with good analytical skills and the ability to document issues accurately
• Travel: Up to 20% travel may be required
• Visa Sponsorship: Not available for this role

Application instructions:

• Submit your application before the closing date: 27 February 2026.
• Reference the job requisition ID: 703404WD.