Technical Support Consultant (Help Desk), 24-Hour Contact Centre

We are looking for a technically skilled, customer-focused Technical Support Consultant to join our 24-hour contact centre. You will be the first point of contact for customers experiencing technical issues, resolving queries by phone, email and chat, and escalating complex problems to second-line support. This role suits someone who enjoys solving problems, stays calm under pressure, and takes pride in getting customers back up and running quickly.

Shift Work Requirement
This position operates within a 24/7 contact centre. Applicants must be available to work a rotating shift roster, including night shifts, weekends and public holidays (evening, weekend and public holiday shifts will be remote work).

Key Responsibilities

• Log, prioritise and resolve incoming support requests via phone, email and chat within agreed service levels (SLAs)
• Diagnose and troubleshoot hardware, software, network connectivity and mobile/cellular device issues
• Provide first-line support for user accounts, password resets, email and Microsoft 365 queries
• Accurately record all interactions, troubleshooting steps and resolutions in the ticketing system
• Escalate unresolved incidents to second-line or specialist teams with complete, clear information
• Follow up with customers to confirm resolution and satisfaction
• Contribute to the knowledge base by documenting recurring issues and solutions
• Meet individual targets for call handling, first-call resolution and customer satisfaction
• Complete accurate shift handover notes for the incoming team

Minimum Requirements

• Education: Matric (Minimum), tertiary qualification will be advantageous (preference will be given to more qualified candidates)
• Experience: Minimum 2 years’ proven experience in support, help desk or service desk role or technical sales.
• Systems experience (demonstrable track record):
• Windows operating systems and Microsoft 365 (Outlook, Teams, OneDrive)
• Active Directory / Entra ID user and account administration
• Ticketing or ITSM platforms (e.g. ServiceNow, Jira Service Management, Freshdesk, Zendesk)
• Basic networking (TCP/IP, DNS, DHCP, Wi-Fi, VPN troubleshooting)
• Mobile devices and cellular products (Android, iOS, SIM/APN configuration)
• Remote support tools (e.g. TeamViewer, AnyDesk, Quick Assist)
• Fast, accurate typing and strong written and verbal English communication

Personal Attributes

• Patient, empathetic and customer-focused
• Logical problem-solver who works well under pressure
• Able to work independently on night shifts and as part of a team
• Reliable, punctual and well-organised
• Eager to learn and adapt to new systems and technologies

Pay: R8 500,00 - R15 000,00 per month

Education:

• High School (matric) (Preferred)

Work Location: Hybrid remote in Johannesburg, Gauteng