Technical Support Agent

Role Purpose

Technical Support provides first and second line support to clients and service providers, ensuring incidents and requests are resolved within agreed SLAs. The role involves monitoring systems, diagnosing and resolving faults, responding to technical queries, and collaborating with internal and external teams to maintain high system availability and customer satisfaction.

Support processes are defined and training is provided; however, candidates are expected to show initiative, think beyond immediate issues, and contribute to an excellent customer experience.

Key Responsibilities & Duties

• Provide first- and second-line technical support via the help desk
• Troubleshoot, diagnose, and resolve system and technical issues
• Ask targeted questions to identify root causes efficiently
• Monitor systems to ensure site and store availability
• Escalate unresolved or critical issues to internal teams or external service providers and follow up to resolution
• Assist onsite technicians and perform adhoc onsite visits when required
• Provide internal IT support to non-technical staff, when required

Requirements

• Proven experience in a technical support, help desk, or IT support role
• Knowledge of operating systems (Windows, Linux, macOS)
• Experience with ticketing systems and remote support tools
• Linux knowledge is advantageous
• A+, N+, or other IT-related certifications are beneficial

Skills & Competencies

• Strong interest in technical systems and continuous learning
• Customer-focused with excellent communication and listening skills
• Strong analytical and problem-solving skills
• Ability to manage multiple cases and work under pressure
• Team player who can also work independently and unsupervised
• Positive attitude with high motivation and initiative
• Ability to prioritise tasks and meet deadlines
• Willingness to go the extra mile

Essential Requirements

• Ability to provide clear, step-by-step technical support (written and verbal). English is the primary language, other languages are advantageous but not essential
• Comfortable working in an open-plan office environment
• Willingness to work rotating shifts, including after-hours support and weekends when on call.

What We Offer

• Competitive salary
• Flexible working arrangements
• A collaborative and supportive work environment
• Opportunity to contribute to a growing fintech business

Application Question(s):

• What is your current and desired monthly Cost to Company salaries?
• What is your notice period?

Education:

• Certificate (Preferred)

Experience:

• Technical Support: 3 years (Preferred)

Location:

• Fairland, Gauteng (Preferred)

Work Location: In person