Helpdesk/Technical Support

SUMMARY:
A leading digital company is seeking a Helpdesk/Technical Support professional based in Cape Town.

The role involves managing inbound and outbound technical calls, overseeing network management, serving as a Manage Engine System Administrator, handling ad hoc tasks, and assisting with cost estimation and finance-related matters.

POSITION INFO:
Ticket Management (Manage Engine):

• Log all incoming support requests accurately in Manage Engine and any other ticketing platform introduced in the future
• Open a minimum of 10 new tickets per day
• Process and manage at least 25 tickets per day
• Maintain ownership and update assigned tickets until resolution or escalation
• Ensure tickets are updated in real time
• Confirm resolution with the client before closing tickets
• Ensure no tickets remain unattended beyond expected service timelines
• Maintain alignment between Manage Engine ticket status and CMS device status

Every ticket must include the following — this is what defines a quality ticket:

• A clear issue summary
• Clear and thorough troubleshooting steps taken on each issue/ticket
• The identified root cause of the issue (where determinable)
• The resolution actions performed
• Next steps if unresolved or escalated
• Confirmation of client communication
• Alignment between ticket status and CMS status where relevant

Central Management System (CMS) Monitoring, Arcus Monitoring & Updates:

• Monitor device status using the Central Management System (CMS) and Arcus.
• Track offline devices on CMS and initiate troubleshooting by following the Network Fault Methodology documents.
• Record detailed interaction notes every time an offline device is investigated — no exceptions.
• Update CMS immediately once devices return online.
• Ensure CMS and Manage Engine records remain aligned at all times.
• Maintain accurate visibility of device health across assigned environments.

Queue Management & Call Handling (3CX):

• Remain active in the Manage Engine support queue during all assigned working hours.
• Answer incoming support calls via 3CX promptly and professionally.
• Accurately capture client issues in Manage Engine and CMS during calls.
• Convert calls into tickets where required.
• Prioritise urgent incidents appropriately based on severity and client impact.

Client Communication:

• Provide clear, professional communication with clients at all times.
• Set clear timelines and expectations upfront, and keep clients consistently informed of ticket status and progress — they should never have to chase for an update.
• Proactively follow up with contractors and field technicians on open tickets to ensure timely and efficient resolution.
• Provide progress updates where resolution is delayed.
• Confirm resolution with clients before closing tickets.
• Maintain strong client relationships through responsive service delivery.

Technical Troubleshooting (Remote Support):
Support Representatives are expected to work through issues methodically before escalating:

• Provide remote troubleshooting support to stores.
• Restore offline devices where possible, or escalate network issues to the relevant party if remote recovery is not achievable.
• Support media players, screens, routers, and network-connected devices.
• Guide store-level staff through structured troubleshooting steps.
• Identify whether issues are hardware, network, software, or configuration related.

Backlog Ownership:

• Actively monitor and reduce personal ticket backlog.
• Prioritise ageing and overdue tickets — these should never be left without action.
• Maintain clear visibility of all overdue or pending tickets at all times.
• Take full ownership of unresolved items until they are closed.

Structured Level Support Rotation:
Support Representatives rotate between two structured levels of responsibility. Daily assignments are made according to operational scheduling:

Level 1 Support Responsibilities:

• Queue coverage
• Call handling (3CX)
• Ticket logging
• Client communication
• First-line troubleshooting

Level 2 Support Responsibilities (Technical Focus):

• Advanced troubleshooting
• CMS device recovery monitoring
• Network-level issue investigation
• Escalation coordination
• Root cause identification

Daily responsibilities may be assigned according to operational support schedules.

Network Champion Responsibilities:
Designated Support Representatives may be assigned ownership of specific client networks. As a Network Champion, you are accountable for the health and visibility of those networks.

This includes:

• Monitoring the overall health of assigned networks
• Tracking open and recurring issues
• Reporting bottlenecks
• Maintaining visibility of outstanding tickets per network
• Identifying risk areas affecting uptime
• Providing structured updates to internal stakeholders on network status

Escalation Management:

• Escalate incidents appropriately when they exceed your resolution capability.
• Follow defined escalation paths.
• Ensure every escalated ticket contains a full troubleshooting history before handover.
• Continue to monitor escalated tickets to ensure they are actively progressing after handover.

Calendar Management and Workday Planning:
Structured daily planning is essential to managing support responsibilities effectively. Calendars support transparency across the team and must be kept current:

• Maintain accurate and up-to-date calendars
• Clearly structure daily workloads in advance
• Align activities with assigned Level 1 / Level 2 responsibilities
• Maintain visibility of planned tasks and follow-ups
• Good calendar discipline supports transparency and accountability across the support team.

Documentation and Knowledge Capture:

• Record troubleshooting steps clearly and thoroughly within every ticket
• Maintain structured CMS interaction notes
• Contribute to internal knowledge base documents and guides
• Identify recurring issues and suggest documentation improvements

Service Quality and SLA Awareness:

• Work within defined service response expectations
• Maintain accurate ticket categorisation and tagging
• Support improvement of service turnaround times
• Ensure alignment between CMS status and Manage Engine status

Collaboration with Internal Teams and Field Support:

• Coordinate with field technicians and contractors where site visits are required
• Support assignment of field technicians and contractors to your jobs
• Assist with escalation handovers
• Take full ownership of all tickets you log — even when multiple teams are involved, you remain responsible for ensuring they are actively managed, progressed, and closed.

Quoting, Hardware Replacement & Operational Support Administration:

• When remote recovery is not possible, Support Representatives are responsible for initiating and coordinating the replacement process. This includes:
• Prepare quotations via Dear or equivalent quoting platforms where required, and assign quotes, where applicable
• Initiate replacement processes where remote recovery is not possible, and coordinate replacement logistics with technicians, contractors, or suppliers
• Maintain accurate visibility of all replacement statuses until full resolution
• Ensure ticket records accurately reflect all replacement actions taken and that the full replacement history is documented

Performance Expectations (KPIs):
Support Representatives are measured against the following performance indicators. These exist to ensure consistent, high-quality service delivery:

• Log 10+ new tickets per day
• Process 25+ tickets per day
• Maintain a personal ticket backlog of fewer than 50 open tickets at any time
• Maintain accurate CMS interaction records
• Maintain queue availability during working hours
• Maintain calendar visibility of work commitments
• Provide structured updates on assigned networks where applicable as a Network Champion
• Maintain professional client communication

Microsoft Planner Maintenance Coordination:
Support Representatives are responsible for maintaining accuracy and operational readiness within Microsoft Planner for all maintenance and field technician jobs. Planner accuracy directly supports Finance billing readiness and ensures field technicians can execute work without delays.

Daily responsibilities include:

• Review Microsoft Planner daily to ensure all maintenance jobs are correctly assigned
• Ensure field technicians are allocated appropriately to scheduled work
• Confirm all Planner job cards are completed according to internal training standards
• Maintain accurate and detailed job notes so field technicians can execute work effectively without needing to follow up for information
• Ensure Planner headings, labels, links, and job categorisation are completed correctly

Upload all required supporting documentation for each job, including:

• Purchase Orders (PO)
• Sales Orders (SO)
• Job cards where applicable (for contractor jobs)

• Ensure Manage Engine ticket links are correctly included in Planner tasks
• Ensure Planner tasks contain clear job descriptions and technician instructions
• Update Planner tasks as work progresses
• Close Planner jobs promptly once work is confirmed complete
• Ensure Planner accuracy supports Finance billing readiness at all times

Systems Used:
Support Representatives work across the following platforms. Familiarity with each is expected:
Manage Engine — primary ticketing system for logging, tracking, and managing all support requests (subject to change)
CMS (Central Management System) — device monitoring and connectivity status updates across all client environments

• Arcus
• 3CX — telephony platform for handling incoming support calls and managing queue activity
• Dear — quotation platform for preparing hardware replacement quotes (or equivalent replacement system)
• Client Portals

Additional internal systems and client portals may be introduced as required.

Requirements:
Candidates must be technically confident and comfortable troubleshooting the hardware ODM sells, primarily through remote support. The following knowledge and abilities are required:

• Technically confident and comfortable troubleshooting the hardware ODM sells, remotely and without on-site assistance
• Solid understanding of networking fundamentals i.e., connectivity, routers, switches, and IP behaviour
• Ability to support and troubleshoot remote digital infrastructure environments
• Ability to diagnose device offline scenarios efficiently and systematically
• Ability to distinguish between hardware, network, software, and configuration failure patterns
• Ability to guide non-technical store staff through troubleshooting steps clearly and patiently

Experience with the following is advantageous but not required:

• Help desk or technical support environments
• Remote support tools
• Digital signage systems
• Media players
• Network troubleshooting
• Ticketing platforms (Manage Engine preferred)
• Technical skills alone are not sufficient for this role. The following behaviours are expected of all Support Representatives:
• Strong ownership mindset — you take full responsibility for your tickets and your work, and see things through to resolution
• Attention to detail — accuracy in tickets, CMS records, and Planner tasks is non-negotiable
• Clear communication skills — with clients, colleagues, and within all documentation
• Professional client engagement — always polite, responsive, and solution-focused
• Reliability and responsiveness — you show up, follow through, and communicate proactively when something changes
• Effective prioritisation — you understand urgency and manage your workload accordingly, without needing to be told what matters most
• Composure under pressure — you remain calm and methodical when incidents escalate or multiple issues arise at once
• Team collaboration — you support your colleagues, share knowledge, and contribute to a functional, high-performing support team

A successful Support Representative consistently does the following:

• Keeps their ticket backlog consistently under control and below the 50-ticket threshold
• Maintains accurate, up-to-date CMS visibility of device status across all assigned environments
• Communicates proactively with clients, ie, they are never left waiting for updates
• Resolves incidents quickly, with structured troubleshooting and clear documentation throughout
• Escalates issues correctly and at the right time, with all relevant troubleshooting history included
• Maintains structured network visibility and provides regular updates where assigned as a Network Champion
• Keeps their calendar aligned with their responsibilities and visible to the broader support team
• Clearly communicate operational issues to the Support Team and ensure all updates are accurately recorded in the relevant systems.
• Actively contributes to the continuous improvement of support processes and team documentation

Should you not receive a response within the next 2 weeks, please consider your application unsuccessful. Vacancies are advertised on our website, should you wish to keep abreast with our active roles.

IMPORTANT NOTICE
By applying to this advert you hereby acknowledge that you have read and accept the following Protection of Personal Information ACT (POPIA) disclaimer:
I hereby consent for Talented Recruitment to process my personal information as part of the recruitment process. Talented Recruitment shall take all reasonable measures to protect the personal information of applicants and for the purpose of this disclaimer “personal information” shall be defined as detailed in the Protection of Personal Information Act, Act 4 of 2013 (“POPIA”).

 

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