Customer Support Agent – DOCUSTSUPPORT

Our client in the managed IT Services industry are currently seeking the skills of a Customer Support Agent. Our client has vacancies in Gauteng, Durban and Cape Town

 

Our client is looking for motivated and dynamic individuals who want to further their career in the IT industry to join their team as Customer Support Agents. The purpose of the role is to provide high-quality remote IT support to clients, ensuring incidents and service requests are resolved efficiently and professionally, in line with SLA commitments.

 

As a Customer Support Agent, you will operate as the first and second line of support, combining strong customer service skills with solid technical troubleshooting ability. You will be responsible for diagnosing and resolving a wide range of IT issues and delivering an exceptional end-user experience.

 

 Main job function 

1. Service Desk & Customer Support

• Act as the first point of contact for customer IT issues via phone and/or email.
• Provide prompt, courteous, and professional support to all users
• Take full ownership of incidents and service requests through to resolution.
• Deliver First Call Resolution (FCR) wherever possible.
• Communicate clearly with users, translating technical issues into simple non-technical terms.

2. Technical Support & Troubleshooting

• Diagnose, troubleshoot, and resolve hardware, software, network, and cloud-related issues.
• Perform remote troubleshooting and step-by-step user guidance.
• Support technologies including:

• • Windows desktop environments
  • Microsoft 365
  • Basic server environments (AD, DNS, DHCP, file services)
  • Networking fundamentals (LAN/WAN, wireless, switching)
• Assist with installations, configurations, and system maintenance.

 

3. Ticket Management & SLA Compliance

• Log all tickets accurately within the CRM system
• Manage and prioritise workload to meet SLA and performance targets
• Provide regular updates to clients on incident status.
• Escalate complex or unresolved issues appropriately and promptly.

4. Customer Experience

• Deliver patient and solution-focused support to enhance the overall customer experience
• Build strong relationships with end users and stakeholders
• Ensure customer expectations are consistently met or exceeded.

 

5. Knowledge Management & Continuous Improvement

• Document solutions and processes in the knowledge base
• Identify recurring issues and contribute to improvements.
• Stay current with evolving technologies and best practices.

 

6. Operational Support

• Undertake standby duties on a rotational basis as required
• Provide on-site support as required

 

Qualifications 

• Grade 12
• IT qualification (Diploma/Degree advantageous)
• Certifications(advantageous): CompTIA A+, N+/ Microsoft certifications (M365, Windows Server) /Network certifications (CCNA or equivalent)

 

Criteria 

• Solid technical background with hands on experience in the support environment
• Excellent verbal and written communication
• Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong troubleshooting and analytical thinking
• Ability to effectively prioritize and execute tasks in a high-pressure environment. ‘
• Customer-focused with high emotional intelligence
• Windows OS (Desktop & basic server support)
• MS365 experience
• Active Directory (users, permissions, GPO basics)
• Networking fundamentals (DNS/DHCP/Switching/Wi-Fi)
• Basic VoIP/ PBX understanding (advantageous)

• Valid SA Driver’s License or international equivalent
• 3+ years experience in IT support/ service desk (L1/L2)

 

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.