IT Technical Support Agent

SUMMARY:
Hillcrest - Are you a tech-savvy problem solver who thrives on helping others and delivering exceptional IT support? Step into a dynamic first-line role where your technical skills and clear communication will make a daily impact.

POSITION INFO:
An established IT solutions and technology services provider specializing in comprehensive infrastructure and technical support for both local and international clients.

Role Overview
We are seeking a reliable and well-spoken First-Line Support IT Technician to join a close-knit team based in Alverstone. In this role, you will serve as the primary point of contact for IT support queries, handling both remote troubleshooting for international users and occasional onsite tickets.

Key Responsibilities

• Act as the first point of contact for all incoming IT support queries.
• Provide efficient troubleshooting for hardware, software, and network issues.
• Support users with Microsoft products, including Windows, Office 365, Teams, and Outlook.
• Manage password resets, user account setups, and access permissions.
• Log, update, and maintain support tickets accurately within the system.
• Handle onsite support tickets and occasional basic network cabling tasks when required.

• Proven experience in a first-line IT technical support role.
• Strong working knowledge of Microsoft products (Windows, Office 365, Teams, Outlook).
• Basic understanding of servers and firewall environments, specifically FortiGate and UniFi.
• Excellent verbal and written English communication skills (essential for interacting with UK-based clients).
• A valid driver’s licence and reliable personal vehicle.
• Residency within the Upper Highway area is highly preferred.

• Friendly, approachable, and professional communication style.
• Strong problem-solving abilities with a patient approach to troubleshooting.
• Comfortable working in a relaxed, home-office environment with dogs on-site.

• R10,000 – R16,000 CTC per month