Remuneration: ±R25k Monthly, based on experience. Role Overview: We are seeking a seasoned Front Line Senior Technical Support Agent to serve as the primary technical interface for our clients. This role demands a unique blend of high-level technical proficiency and exceptional client-relationship management. You will be responsible for the first and second-line diagnosis and resolution of incidents across a diverse ICT portfolio. Key Performance Areas: Client Interface: Manage first-line technical responses via helpdesk and multiple communication channels, ensuring 100% ticket accuracy. Technical Troubleshooting: Provide end-to-end support for Internet/Connectivity, Network Infrastructure (Firewalls, Switches), M365, and VoIP systems. Incident Coordination: Execute initial diagnostics and lead the escalation process, coordinating with internal departments and third-party vendors to meet SLAs. Operational Excellence: Maintain rigorous documentation, participate in service review meetings, and assist in optimizing support frameworks. Minimum Requirements: 5+ years of verifiable experience in an ICT Support role (preferably MSP). Deep understanding of Networking fundamentals and Cybersecurity concepts. Proficiency in M365 administration and hosted VoIP solutions. Proven ability to manage high-pressure environments with a structured, solution-oriented approach. Qualifications: IT Diploma/Degree or relevant certifications (CCNA, M365) are highly advantageous #J-18808-Ljbffr