Junior IT Helpdesk Agent
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Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
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.
Key Responsibilities
First-Line Support
o Password resets and account lockouts
o Microsoft 365 user issues (Outlook Teams OneDrive sync issues)
o Basic workstation troubleshooting
o Printer and peripheral support
o Software installation and configuration
Microsoft 365 Support
Required Skills & Experience
First-Line Support
- Monitor and respond to incoming helpdesk tickets
o Password resets and account lockouts
o Microsoft 365 user issues (Outlook Teams OneDrive sync issues)
o Basic workstation troubleshooting
o Printer and peripheral support
o Software installation and configuration
Microsoft 365 Support
- 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
Required Skills & Experience
- 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.
- 12 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
- Entry-level Microsoft certification (MS-900 or similar) advantageous
- Prior experience in an MSP or service desk environment
- Office based
- Entry-level / junior position
- Ticket-queue focused (no assigned clients)
- Strong emphasis on learning and growth
- No Linux support required
- No server administration responsibilities
Required Experience:
Junior IC
About Company
A trusted recruitment partner to South African companies For more than two decades, The HR Company has assisted organisations across diverse industries to identify and employ top talent across a broad spectrum of roles, functions and levels of seniority. Candidates See our Current Vac ... View more
