IT Support Agent

PricewaterhouseCoopersZA

9 days ago

Job description

Job title : IT Support Agent

Job Location : Western Cape, Johannesburg

Deadline : November 17, 2025

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Role Overview :

The IT Support Analyst provides 1st and 2nd line technical support across multiple locations and platforms, acting as a key point of contact for IT-related incidents and requests. This hybrid role combines front-line support in Tech Lounges with remote Service Desk responsibilities, ensuring high levels of customer satisfaction and operational efficiency.

Key Responsibilities :

Technical Support & Incident Management

Provide 1st and 2nd line support via phone, email, chat, and in-person.

Log, analyze, and resolve incidents and service requests using the ITSM system.

Deliver desk-side and Tech Lounge support including hardware setup, repairs, printing, AV, and video conferencing.

Support mobile platforms, Windows and Mac OS, MS Office, and enterprise applications.

Perform user administration and access management tasks.

Customer Service & Communication

Ensure a professional, courteous, and consistent level of service.

Communicate effectively with users, team members, and management.

Promote a customer-centric environment with outstanding service delivery.

Collaboration & Knowledge Sharing

Work closely with Infrastructure, and other IT teams.

Contribute to support documentation, known error records, and solution articles.

Share knowledge to enhance team capability and service quality.

Monitoring, Analysis & Improvement

Undertake proactive service monitoring and participate in project activities.

Identify recurring issues and assist in root cause analysis and problem management.

Recommend and implement process improvements to enhance service delivery.

Operational Support

Maintain accurate records and documentation.

Participate in after-hours support rotations.

Support asset management and ensure compliance with IT policies.

Skills & Experience :

Essential :

CompTIA A+ / N+, Microsoft Certifications (MCSE / MCSA / MCP).

Minimum 3 years of IT support experience.

Strong technical knowledge and troubleshooting skills.

Experience with call logging systems and ITSM tools.

Excellent verbal and written communication.

Ability to prioritize tasks under pressure and work independently or in a team.

Desirable :

Service Desk Foundation certification.

Experience supporting AV equipment and printers.

Personal Attributes :

Self-motivated, proactive, and resilient.

Detail-oriented with strong analytical skills.

Confident and approachable with a team-player mindset.

Committed to continuous improvement and knowledge sharing

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