An ICT company is looking for a Junior First Line Technical Support Agent to join their support team. This role forms the first point of contact for client technical queries and is responsible for assisting with basic troubleshooting, logging support requests, and ensuring issues are escalated to the appropriate technical teams when necessary.

The successful candidate will be responsible for providing friendly, professional customer support while assisting clients with basic technical issues across the company’s services and solutions.

This role is ideal for a junior technician or entry-level IT professional who is eager to develop their technical skills, enjoys helping people solve problems, and wants to build experience within a professional ICT support environment.

The role requires strong communication skills, a willingness to learn, and the ability to follow structured support processes.

KEY RESPONSIBILITIES Front Line Support & Client Interaction

• Act as the first point of contact for client technical queries via helpdesk, phone, email, and messaging platforms
• Log all support requests accurately in the helpdesk system
• Provide clear and professional communication to clients while assisting with basic troubleshooting
• Gather relevant information to assist in diagnosing issues before escalation
• Keep clients informed on ticket progress and updates where applicable
• Ensure all client interactions are handled professionally and efficiently

Technical Support – Basic Services Assistance

Provide first-line support and initial troubleshooting assistance across the company’s service portfolio, including:

• Internet connectivity (basic diagnostics for fibre, LTE, and connectivity issues)
• Network devices (basic checks on routers, switches, and access points)
• Microsoft 365 support (user accounts, password resets, email setup, basic Teams assistance)
• Email support (basic troubleshooting and mailbox configuration)
• VoIP and telephony systems (basic handset or connectivity troubleshooting)
• Workstation support (basic Windows troubleshooting, login issues, printer setup)
• Website hosting and domain queries (basic checks and coordination with technical teams)

More complex issues will be escalated to senior technical staff.

Incident Management & Escalation

• Perform basic troubleshooting and issue diagnosis using provided tools and documentation
• Escalate unresolved or complex issues to senior technical engineers
• Ensure tickets include clear notes and troubleshooting steps already performed
• Follow established escalation procedures and service processes
• Assist in monitoring open tickets to ensure timely responses

Internal Coordination

• Work closely with Senior Support Technicians and Technical Managers
• Assist internal teams by collecting accurate information from clients
• Participate in internal discussions where required to support issue resolution
• Support the service team in maintaining high service standards

Documentation & Process

• Maintain accurate ticket notes and client information in the helpdesk system
• Follow internal support procedures and escalation processes
• Assist in updating knowledge base articles where relevant
• Ensure support requests are logged and tracked correctly

REQUIRED TECHNICAL SKILLS

Basic understanding of IT and networking concepts, including:

• Basic networking fundamentals (IP addresses, connectivity troubleshooting)
• Familiarity with Microsoft Windows environments
• Basic understanding of Microsoft 365 (email, users, Teams)
• Basic troubleshooting skills for workstations and devices
• Ability to follow technical documentation and troubleshooting guides

Exposure to the following is advantageous but not required:

• Networking equipment (routers, switches, access points)
• VoIP or hosted PBX systems
• Cybersecurity tools such as endpoint protection
• Cloud-based services

REQUIRED EXPERIENCE

• 1 – 2 years experience in an IT support or technical helpdesk environment (internships or learnerships considered)
• Exposure to a customer service or support environment would be advantageous
• Experience working with a ticketing/helpdesk system is beneficial but not required

SOFT SKILLS & ATTRIBUTES

• Strong communication and customer service skills
• Willingness to learn and develop technical skills
• Good problem-solving ability
• Ability to follow processes and instructions
• Organized with good attention to detail
• Positive attitude and team-oriented mindset
• Ability to remain calm and professional when assisting clients

QUALIFICATIONS (ADVANTAGEOUS)

• Relevant IT qualification (Diploma, Certificate, or Degree)
• Entry-level certifications such as:

• CompTIA A+

• CompTIA Network+

• Microsoft Fundamentals certifications (M365 / Azure)