Junior Helpdesk Engineer in Cape Town

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Junior Helpdesk Engineer in Cape Town

Key Responsibilities

Service Delivery:

Delivers quality work with few comebacks, good ticket admin and adherence to process. Closes tickets with enough focus on solution and root cause.

Client centricity: Meets ticket survey ratio levels.

Consistently meet MTTR targets – Less than 3 hours to respond.

Time logged: meets productivity expectations consistently.

Address user tickets regarding hardware, software, and networking.

Walk customers through installing applications and computer peripherals.

Ask targeted questions to diagnose problems.

Guide users with simple, step-by-step instructions

Conduct remote troubleshooting.

Test alternative pathways until you resolve an issue.

Customize desktop applications to meet user needs.

Record technical issues and solutions in logs.

Direct unresolved issues to the next level of support personnel.

Follow up with clients to ensure their systems are functional.

Report customer feedback and potential product requests.

Help create technical documentation and manuals.


Proactively shares knowledge within the team.

Provides technical support and mentorship to team members.

Supports fellow team members to ensure the team succeeds collectively.


Drives own personal, technical and career development.

Conducts themselves professionally always.

Core Competencies:

Deciding and Initiating Action

Working with People

Adhering to Principles and Values

Relating and Networking

Presenting and Communicating Information

Planning and Organising

Coping with Pressure and Setbacks

Achieving Personal Work Goals and Objectives

Writing and Reporting

Applying Expertise and Technology

Learning and Researching

Creating and Innovating

Delivering Results and Meeting Client Expectation

Following Instructions and Procedures

Onsite client support.

Proficient on Autotask

Setting up computers/workstations

Workstation Setups

Workstation Reloads.

Office Support

Microsoft 365 – Incidents & Requests

Mimecast – Incidents and Requests

End user hardware troubleshooting and Requests

Logging tickets with 3rd party vendors for 3rd party applications

Anti-virus end user support

Client relationships/engagements

Key Requirements:


MCSE/MCSA or equivalent

Minimum 1 years’ experience in IT Customer Service environment

Minimum 1 years’ Infrastructure experience in an IT services company

Desired Requirements:

You will be required to travel to clients. Own vehicle and a valid driver’s license are required.

May be required to work after hours at times.

Ability to be available for weekly standby according to a roster.

If you are interested please send your CV

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