First Line Tech Helpdesk Support Agent

We are looking for a technically skilled IT candidate with all-round problem-solving abilities for the position of First Line/Junior Technical Helpdesk Support Agent. The duties of the Support Agent include troubleshooting and problem-solving ISP / IT related issues our customers may have.

The Agent is expected to display good interpersonal skills as they will interact with customers and colleagues from various departments and executive levels. They will be required to comprehend, diagnose and resolve technical tasks independently; and assess the internet connectivity needs of our customers. The Agent will also be required to setup, maintain and/or diagnose any incoming/outgoing hardware.

Job Description:

• Office bound Agent accepting and responding to chat messages, emails/tickets and inbound calls. The candidate will be working in an ISP / IT environment supporting residential end users and businesses. The candidate will join our technical team
• The candidate must have a reliable internet connection at home with a Desktop/Laptop for after-hour support
• The position is based in Epping/Northgate Business Park, Cape Town

Roles & Responsibilities:

• Provide chat, email and/or telephonic support to end users and businesses
• Troubleshoot Internet related connectivity issues as reported by our customers
• Provide general sales info to customers as required
• Configuring customer equipment for our Installation/Road Teams
• Testing and booking-in of faulty hardware (routers, switches, beams etc) to Suppliers
• Scheduling and assigning equipment and services to installations on our CRM system
• Working with other IT, ISP & Sales support personnel in ensuring tasks are complete efficiently
• Updating customer profiles with any changes regarding the technical support offered

Personality: The candidate must be/have:

• A meticulous and methodical approach to work
• Self-driven and motivated to work without supervision
• The ability to handle stress and manage customers in a calm manner
• Have good problem-solving skills
• Be able to think inside the lines and outside of the box

Working Hours: Typical shifts but flexible by arrangement as follows:

• One 4.5-hour remote “after-hours” support shift on Monday from 16h30 to 21h00 and;
• 4 office days: Tuesday to Friday 08h00 to 17h00 (3 out of 4 weekdays); and
• One 4.5-hour remote support shift per weekend (on Saturdays)

Totalling a 43-hour work week

Qualifications:

• A+ and N+ (advantageous)
• Basic Networking Diploma or similar (advantageous)

Experience:

• Work experience in an ISP support environment (advantageous)
• Work experience with Ubiquity Wireless equipment and UNMS (advantageous)
• Experience and/or understanding of navigating through Windows 10 and up
• MikroTik knowledge (highly advantageous)

Remuneration:
R13,000 – R15,000 CTC depending on Capability and Experience

Email your CV’s to: recruit@kryptonweb.co.za (subject line MUST be: TEC426)

Applications closing date: 30th April 2026