ICT Solutions company based in the West Rand is looking for an experienced Front Line Senior Technical Support Agent to join their team.

Core Function - Front Line Support & Client Interaction
• Act as the first point of contact for all client technical queries via helpdesk, phone, email, and WhatsApp support channels
• Log, manage, and update tickets accurately within the helpdesk system
• Provide clear, professional communication to clients, setting expectations and timelines
• Ensure clients are kept informed throughout the lifecycle of an incident or request

REQUIRED TECHNICAL SKILLS

• Strong understanding of networking fundamentals (TCP/IP, VLANs, VPNs, firewalls)
• Experience supporting Microsoft 365 environments
• Solid knowledge of VoIP and hosted PBX systems
• Familiarity with cybersecurity concepts and endpoint protection
• Experience working with ISPs and vendors for fault resolution
• Ability to troubleshoot Windows-based environments
• Exposure to cloud-based services and hosting environments

REQUIRED EXPERIENCE

• Minimum 5–7 years’ experience in an ICT support or technical role
• Previous experience in an MSP or ICT solutions provider environment preferred
• Experience dealing directly with business clients across multiple industries
• Proven experience handling high-pressure support environments

QUALIFICATIONS (ADVANTAGEOUS)

• Relevant IT qualification (Diploma or Degree)
• Microsoft certifications (M365, Azure fundamentals)
• Networking certifications (e.g. Network+, CCNA)
• Cybersecurity-related certifications (advantageous but not mandatory)