Junior Helpdesk Technician

Recruiter:

Recru-it

Job Ref:

PE011419/LM

Date posted:

Friday, November 14, 2025

Location:

Johannesburg, South Africa

Salary:

market related Monthly

SUMMARY:
Job Specific Requirements

Qualifications:

T Diploma or/ IT Certifications

Experience:

Experience in a technical support role dealing with customer issues and resolving matters telephonically. As well as experience with device preparation.

Job Knowledge:

Technical knowledge related to PC, content, networking, and general software.

Job Related Skills:

Professional telephone skills, PC literacy, Multi-lingual and verbal competency in multiple South African National Languages, Problem Solving ability

Main Purpose
To offer remote technical support to clients and troubleshoot issues remotely via telephone and any alternative means of remote support. Assisting clients with any content related requests. To ensure matters get resolved, if not remotely, by dispatching the necessary field technicians and coordinating the call-out until the matter has been resolved.

Key Performance indicators

Remote Technical Support
Content Support
Above 95% of support tickets (incidents) resolved within SLA
Above 98% of request tickets (content, preparations) resolved before deadline
100% adherence and application of quality standards
Technical knowledge up to date on all products offerings and functionality

Main Responsibilities

First-line support on incoming tickets and inbound calls
Remote troubleshooting/fault finding and support to customers
Resolving issues through remote connection, telephone support or e-mail and escalating serious issues to the relevant project engineer or field technician
Coordinating field technician and contractor callouts to resolve issues
Ensuring proper closure of callouts through sign-off, job cards and invoicing in collaboration with the companies central services
Assist with device preparation and configuration for jobs, SLA replacements and projects
Helpdesk system administration (log, resolve, escalate and manage tickets on the helpdesk system)
Resolving and managing technical client issues.
Resolving content management requests (uploads, deletions, changes, and QA).
Testing & evaluation of new features of software.
Basic development for customer specific solutions & integration.
Support installation team during installation.
Documentation and client listings update as required, for example branch contact details, contacts etc.
Prepare monthly quotations to service any offline units for remote and SLA clients.
Professional and efficient client service and assistance.
Need to be flexible to work onsite of clients if needed.

Other requirements

Valid South African ID

POSITION INFO:
Job Specific Requirements

Qualifications:

T Diploma or/ IT Certifications

Experience:

Experience in a technical support role dealing with customer issues and resolving matters telephonically. As well as experience with device preparation.

Job Knowledge:

Technical knowledge related to PC, content, networking, and general software.

Job Related Skills:

Professional telephone skills, PC literacy, Multi-lingual and verbal competency in multiple South African National Languages, Problem Solving ability

Remote Technical Support
Content Support
Above 95% of support tickets (incidents) resolved within SLA
Above 98% of request tickets (content, preparations) resolved before deadline
100% adherence and application of quality standards
Technical knowledge up to date on all products offerings and functionality

Main Responsibilities

First-line support on incoming tickets and inbound calls
Remote troubleshooting/fault finding and support to customers
Resolving issues through remote connection, telephone support or e-mail and escalating serious issues to the relevant project engineer or field technician
Coordinating field technician and contractor callouts to resolve issues
Ensuring proper closure of callouts through sign-off, job cards and invoicing in collaboration with the companies central services
Assist with device preparation and configuration for jobs, SLA replacements and projects
Helpdesk system administration (log, resolve, escalate and manage tickets on the helpdesk system)
Resolving and managing technical client issues.
Resolving content management requests (uploads, deletions, changes, and QA).
Testing & evaluation of new features of software.
Basic development for customer specific solutions & integration.
Support installation team during installation.
Documentation and client listings update as required, for example branch contact details, contacts etc.
Prepare monthly quotations to service any offline units for remote and SLA clients.
Professional and efficient client service and assistance.
Need to be flexible to work onsite of clients if needed.

Other requirements

Valid South African ID

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