Junior IT Helpdesk Agent
Hr Co
•Onsite
About The Position
Our client, a dynamic and growing IT company based in Cape Town CBD requires a motivated, energetic Junior IT Help Desk Agent to be the first point of contact for their clients, who will assist with troubleshooting, remote support, and on-site callouts. The incumbent will provide first-line technical support across the MSP ticket queue, assisting SLA Account Managers by resolving routine and lower-complexity support requests.
Requirements
- IT qualification or diploma
- Valid driving licence
- Must reside in Cape Town or surrounding areas.
- Professionalism: Well-presented, confident, and able to engage effectively with clients.
- 1–2 years' experience in an IT support or helpdesk role
- Basic understanding of Windows operating systems, Microsoft 365 applications and general IT troubleshooting concepts
- Strong communication and customer-service skills
- Willingness to learn and take guidance
Nice To Haves
- Entry-level Microsoft certification (MS-900 or similar) advantageous
- Prior experience in an MSP or service desk environment
Responsibilities
- Monitor and respond to incoming helpdesk tickets
- Resolve common IT issues including: Password resets and account lockouts, Microsoft 365 user issues (Outlook, Teams, OneDrive sync issues), Basic workstation troubleshooting, Printer and peripheral support, Software installation and configuration
- Assist with basic Microsoft 365 administrative tasks: User creation and license assignment, MFA setup and resets, Basic mailbox and Teams troubleshooting
- Escalate complex tenant or security issues appropriately
- Accurately log, categorise, and prioritise tickets
- Escalate unresolved or complex issues to SLA Account Managers
- Follow internal escalation and communication processes
- Communicate clearly and professionally with end users
- Provide timely updates on ticket progress
- Maintain a friendly, service-oriented approach
- Build technical skills through exposure to real-world MSP environments
- Follow troubleshooting guides and internal documentation
- Participate in internal training and mentoring
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
