Technical Support Agent

South Africa·JohannesburgFull-timemid

Customer SuccessTechnical Support

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Quick Summary

Overview

MSA Sourcing Solutions is seeking an IT Support Agent to support one of our UK-based clients. The successful candidate will provide remote technical support to UK clients,

Technical Tools

Customer SuccessTechnical Support

MSA Sourcing Solutions is seeking an IT Support Agent to support one of our UK-based clients. The successful candidate will provide remote technical support to UK clients, assisting with day-to-day IT queries, troubleshooting, Microsoft 365 and Google Workspace administration, and basic 3CX support.

Responsibilities

~1 min read

→Answer incoming client support calls via 3CX and provide basic 3CX support following training.
→Log and document client issues clearly and accurately.
→Troubleshoot and resolve technical issues remotely where appropriate.
→Escalate complex or higher-risk issues to the UK technical team with clear and detailed notes.
→Provide remote support for Windows computers using AnyDesk, TeamViewer, Splashtop or similar tools.
→Assist with day-to-day Microsoft 365 administration, including password resets, mailbox issues, user management, MFA and licence support.
→Provide basic Google Workspace administration and technical support.
→Use AI tools and online resources to research technical issues and identify appropriate solutions.
→Apply sound judgement when troubleshooting and avoid making changes where the impact is not fully understood.
→Maintain a professional, helpful and courteous approach when communicating with UK-based clients.
→Maintain accurate records of support activities and follow established processes.
→Protect client information and maintain strict confidentiality when accessing client systems and data.

Requirements

~1 min read

Previous experience in an IT support or technical support role.
Practical experience supporting Windows computers and troubleshooting common technical issues.
Hands-on familiarity with Microsoft 365 and Google Workspace administration.
Experience using remote support tools such as AnyDesk, TeamViewer, Splashtop or similar.
Strong troubleshooting and problem-solving skills.
Ability to recognise when an issue should be escalated rather than attempting an uncertain or potentially risky solution.
Comfortable using AI tools and online resources to research and resolve technical issues.