Remuneration: ±R25k Monthly, based on experience.

Role Overview: We are seeking a seasoned Front Line Senior Technical Support Agent to serve as the primary technical interface for our clients. This role demands a unique blend of high-level technical proficiency and exceptional client-relationship management. You will be responsible for the first and second-line diagnosis and resolution of incidents across a diverse ICT portfolio.

Key Performance Areas:

• Client Interface: Manage first-line technical responses via helpdesk and multiple communication channels, ensuring 100% ticket accuracy.

• Technical Troubleshooting: Provide end-to-end support for Internet/Connectivity, Network Infrastructure (Firewalls, Switches), M365, and VoIP systems.

• Incident Coordination: Execute initial diagnostics and lead the escalation process, coordinating with internal departments and third-party vendors to meet SLAs.

• Operational Excellence: Maintain rigorous documentation, participate in service review meetings, and assist in optimizing support frameworks.

Minimum Requirements:

• 5+ years of verifiable experience in an ICT Support role (preferably MSP).

• Deep understanding of Networking fundamentals and Cybersecurity concepts.

• Proficiency in M365 administration and hosted VoIP solutions.

• Proven ability to manage high-pressure environments with a structured, solution-oriented approach.

• Qualifications: IT Diploma/Degree or relevant certifications (CCNA, M365) are highly advantageous