Job Description

1. Job Purpose

The IT Technician provides first-line technical support to call Centre agents and staff in a high-demand BPO environment. This includes troubleshooting hardware, software, telephony, and networking problems, ensuring minimal downtime and smooth operational performance.

2. Key Responsibilities

A. End-User & Desktop Support

Provide 1st-line support to call center agents and staff. Diagnose and resolve issues related to Windows 10/11, Office 365, MFA, and peripherals. Support Citrix and Genesys environments. Use remote support tools such as AnyDesk and TeamViewer. Log all tickets and user interactions in the helpdesk system.
B. Network & Connectivity Support

LAN/Wi-Fi troubleshooting in a peer-to-peer network setup. Assist with shared printers, shared folders, and connectivity issues. Support VoIP and softphone connectivity.
C. Asset Management

Maintain the IT asset register. Setup and configure laptops for new users. Coordinate with rental/lease hardware providers. Track device movements and returns.
D. Telephony & Call Centre Systems

Troubleshoot Genesys, Citrix Workspace, softphone, and headset issues. Assist with user relocations and agent configurations.
E. After-Hours & Weekend Standby

Participate in rotation for weekday after-hours and weekend standby. Respond to urgent outages and escalate when required.
F. General IT Responsibilities

Create new user profiles and email accounts. Maintain documentation and SOPs. Assist with projects, rollouts, and upgrades. Keep IT storeroom organized. Follow IT security and compliance standards.
3. Skills & Competencies

Technical Skills

Windows OS, Office 365, Citrix, Genesys. LAN/Wi-Fi troubleshooting. AnyDesk, TeamViewer remote support. VoIP and softphone experience.
Soft Skills

Strong communication. Calm under pressure. Problem-solving. Organized and detail-oriented. Willingness to learn.
4. Qualifications & Experience

Matric / Grade 12. IT certificate (A+, N+,etc.). At least 1 year IT support experience. Call-center/BPO experience beneficial. Basic Office 365 & remote support knowledge.
5. Working Conditions

Office-based in a busy contact center. After-hours and weekend standby rotation. Occasional weekend on-site work.
Job Type: Full-time

Pay: R6000,00 - R8000,00 per month

Work Location: In person