Helpdesk Agent

The Helpdesk Agent will create and maintain knowledge base articles and user guides to enable self-service, troubleshoot basic network connectivity issues and provide one-on-one and small group training to end users on IT systems.

This is an on-site role in Midrand, Gauteng. You will enjoy modern facilities and the equipment needed to do the job well. Everyone is expected to pull their weight, and everyone is valued for it. The business is growing, and capable people grow with it. Do not wait — submit your details and take the next step.

Discretion and confidentiality are essential given the sensitive nature of the work.

• Troubleshoot basic network connectivity issues including Wi-Fi, VPN, and LAN connectivity problems.
• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices within agreed service levels.
• Receive, log, and categorise support requests from end users via phone, email, and the IT service management system.
• Escalate complex or unresolved issues to second and third-level support teams with complete diagnostic information.
• Set up and deploy new computer equipment including imaging, software installation, and physical deployment to user desks.

• Strong communication and interpersonal skills with the ability to explain technical issues to non-technical users patiently.
• CompTIA A+ and N+ certifications are strongly preferred, and Microsoft or ITIL certifications are advantageous.
• For field support roles, a valid driver's licence and own reliable transport are essential.
• Experience with IT service management tools such as ServiceNow, Jira Service Management, or similar ticketing platforms.
• A diploma or degree in information technology, computer science, or a related field, or equivalent certifications.
• Good understanding of computer hardware components, networking fundamentals, and common enterprise software applications.