Junior Helpdesk Technician
Job Overview
Junior Helpdesk Technician
Job Overview
Are you passionate about solving technical problems and delivering exceptional customer service? Join a dynamic UK-based IT services company as a Junior Helpdesk Technician. This entry-level role is ideal for tech-savvy individuals who enjoy troubleshooting and supporting clients in a fast-paced environment.
As the first point of contact for helpdesk queries, you'll play a vital role in maintaining excellent client relationships and resolving technical issues efficiently. You’ll be part of a supportive, innovative team that values continuous improvement and personal development, with plenty of opportunities for career progression.
Salary: R25 000 per month
Key Responsibilities
Client Support & Troubleshooting
- Serve as the initial point of contact via phone, email, or ticketing system
- Provide friendly, responsive, and effective remote support
- Escalate complex issues to senior technicians as needed
Ticketing System Management
- Manage and resolve tickets using the company's helpdesk platform
- Regularly update and maintain clear ticket notes
- Ensure client documentation is kept accurate and up-to-date
- Break down multi-issue tickets into separate, manageable tasks
Monitoring Tools & Maintenance
- Review RMM (Remote Monitoring and Management) dashboards
- Apply scheduled and automated remediation actions
Team Collaboration & Operations
- Follow schedules and SOPs as directed by the Technical Support Manager
- Submit timesheets and expenses as per SOPs
- Communicate ticket status and service changes clearly to clients
- Proactively identify risks and suggest improvements
- Support project delivery when needed by the Projects Team
Requirements
Qualifications & Experience
Essential:
- Strong communication skills with a focus on active listening
- Basic understanding of operating systems, business apps, and network systems
- Comfortable working under pressure with a calm, client-focused approach
- Fast, accurate typing while on the phone
- Excellent attention to detail and reliability
- Access to a reliable laptop and stable internet connection
Preferred/Nice to Have:
- Experience with ticketing systems and remote support tools
- Familiarity with Microsoft 365 and RMM platforms
- Previous experience in an MSP (Managed Service Provider) environment
- IT certifications such as Microsoft MCP, MCSA, or ITIL
- Client experience training such as Helpdesk Habits
Benefits
Perks
- Your birthday off – because we value your time!
- A relaxed and supportive team environment
- Work-from-home flexibility
- Ongoing training to support your career growth
Career Growth Opportunities
This role offers a clear path to advance into positions such as Senior Helpdesk Technician, Network Engineer, Account Manager, or even Service Delivery Manager or CTO.