Help Desk Support Technician - Somerset West. Duties and Responsibilities: Provide first-line and second-line technical support to clients. Manage and resolve support tickets using ManageEngine or similar systems. Support inbound calls through the 3CX queue. Monitor device connectivity and uptime through CMS. Log and track tickets for offline devices and service disruptions. Coordinate maintenance and replacement hardware with field technicians. Update Microsoft Planner for maintenance job coordination. Assist with quotations using DEAR where required. Maintain clear and professional communication with clients. Ensure accurate documentation of all support interactions and ticket updates. Support network monitoring, technical recovery, and queue management processes. Requirements: 1-3 years’ experience in a Service Desk or Help Desk environment. Experience troubleshooting connectivity and device-related issues remotely. Experience using ticketing systems such as ManageEngine or similar. Strong technical troubleshooting and problem-solving skills. Good understanding of device monitoring and network support. Experience with CMS monitoring tools (advantageous). Familiarity with Microsoft Planner, 3CX, and DEAR systems (advantageous). Strong communication and client service skills. Ability to manage multiple tickets and tasks efficiently. Strong attention to detail and documentation skills. Ability to work in a structured support environment and team rotation system. #J-18808-Ljbffr