Key Responsibilities

• Diagnosing, troubleshooting and resolving technical issues reported via phone, email, or WhatsApp
• Aiming to solve problems immediately upon first contact to maintain high user productivity.
• Handling account provisioning, including setting up new users (onboarding) and closing accounts for departing staff
• Identifying complex issues that require specialised attention and escalate to Level 2 or Level 3 support teams
• Ensuring all requests are handled within agreed-upon timeframes to meet organisational standards.
• Maintain and update the software application with a comprehensive knowledge base of common issues and solutions to improve team efficiency.

Key Skills & Qualifications

• Deep knowledge of Windows operating systems and Microsoft 365 is required
• Knowledge of Mac operating systems & networking is an advantage.
• Strong written and verbal skills are essential for explaining technical solutions to non-technical users.
• The ability to remain calm under pressure and logically troubleshoot complex systems.
• ITIL Foundation, CompTIA A+, or Microsoft Fundamentals

Applicants with less relevant experience are welcome and will be considered for junior-level positions