277 Helpdesk Advisor jobs in South Africa

About MCI

MCI is a dynamic Business Information Systems Consulting firm and an equal opportunity employer. Our clients operate in a range of industries including banking, financial services, manufacturing, fast moving consumer goods and recruitment throughout Africa and the Middle East. Our service offering includes project management, software implementation, product development across various platforms, and including e-commerce solutions.

We strive to be the best at what we do, and to achieve this we need people on our team who have commitment, drive, and a positive attitude that helps deliver winning results.

Role

The ideal candidate for this role will be responsible for resolving customer queries by providing telephone and electronic query resolution services. You will need to provide an exceptional customer experience to ensure customer retention.

Activities will include:

Provide an exceptional customer experience

• Appropriately manage all customer queries via phone and email;
• Ensure a polite, friendly, efficient and professional service is provided at all times;
• Take responsibility for all calls by ensuring that advice is always given in the customer’s best interests;
li>Ensure all calls are resolved per SLA guidelines.

Resolve customer queries effectively and efficiently

• Attend to logged customer queries in line with query resolution principles established by the company;
• Contact customers in order to gain information, provide feedback and follow through on resolving and tracking their queries;
• Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately;
• Improve the customer experience and service delivery by providing excellent verbal and written customer service;
• Escalate more complex issues to the relevant account manager or technical team;
• Adhere and meet all service level agreement targets.

• Grade 12 / Matric or Equivalent qualification;
• IT Qualification;
• SQL Reporting Services (nice to have).

Applicants must be eligible to work in the Republic of South Africa.

Skills and Qualifications

• Minimum of 2-3 years Customer Software Support experience
• Effective communication skills (verbal and written);
• Must be literate in:
• Microsoft 365 Office Suite
• Jira Helpdesk or Similar Helpdesk tools
• Excellent telephone etiquette;
• Excellent technical skills;
• Excellent problem-solving abilities.

MCI Consultants are people who are:

• Ambitious team players, but can work independently;
• Courageous and passionate;
• Able to take on challenges with a sense of urgency;
• Focused, with a strong desire for self-improvement;
• Dynamic and progressive in their thinking;
• Ethical and responsible;
• Professional, trustworthy and keen.

Our client is a dynamic Business Information Systems Consulting firm and an equal opportunity employer. They operate across a range of industries including banking, financial services, manufacturing, fast-moving consumer goods, and recruitment throughout Africa and the Middle East. Their service offering includes project management, software implementation, product development across various platforms, as well as e-commerce solutions.

They strive to be the best at what they do, and to achieve this, they seek individuals who bring commitment, drive, and a positive attitude that contribute to delivering winning results.

The ideal candidate for this role will be responsible for resolving customer queries by providing telephone and electronic query resolution services. You will need to provide an exceptional customer experience to ensure customer retention.

Skills and Qualifications

MCI Consultants are people who are:

We are recruiting for a Senior Helpdesk Support Engineer.

Customer Service

• Receive calls from senior customer engineer/help desk.
• Verify/identify problems with help desk.
• Contact users to get clarity on problems and troubleshoot.
• Provide telephonic support to users if possible.

• Train users on how to use IT equipment.

• Undertake maintenance and repairs on damaged and repairable hardware.
• Report on uneconomical repairs.

• Provide daily operations support and maintenance for network and telephone infrastructure (1st line support).
• Proactively monitor network and telephone infrastructure to provide stable, dependable services, by working with specialists.

• Respond to remote/satellite customer call-outs (hardware, software, and network calls).
• Provide telephone infrastructure (1st line support).
• Travel to and from customer locations (usually by car), documenting work activity and maintaining administrative paperwork.

• Undertake audits of hardware and software assets.

• Keep abreast of trends in hardware and software developments.

• Contribute to the preparation and submission of Regulation reports.
• Aid in the development of functional reporting systems, for management, project, or performance reporting.

• Bachelor’s Degree/Advanced Diploma in Information Technology related qualification.
• Relevant 4 years’ experience in a system support environment.

To receive, log, assign, track, manage and report on all company's Support Desk tickets received. These tickets will include End User Support and Environment Support to monitor and report on backups and available server space. This is a client-focused position – the individual must have excellent verbal, written, listening and communication skills, great communication skills; must be able to analyse and solve customer problems; pay attention to detail and be well organised.

• Support existing client applications
• Field incoming calls and emails from customers for service requests regarding authentication, permissions, usability.
• Document problem and troubleshooting efforts.
• Communicate moderately complex or technical information, ideas and results effectively in both oral and written form.
• Escalate unsolved tickets to a SharePoint Developer as and when required.
• Implement changes requested by the client.
• Perform software testing.
• Test developed software against the design requirements.
• Accurately log all software defects discovered.
• Perform routine maintenance of both client and pilotfish systems.
• Perform daily checks of Web services and ensure that back-ups are running smoothly.
• Perform weekly backups and software updates as well as client specific summary reports.
• Perform monthly checks of client sites as well as client specific summary reports.
• Support for the Developers with routine tasks.
• Support the development team with routine tasks.

• BSc Degree or relevant diploma
• Microsoft Certifications will also be considered
• 2-3 years experience within a client facing support role

Technical Support Representative page is loadedTechnical Support Representative Apply locations Johannesburg time type Full time posted on Posted 30+ Days Ago job requisition id R46662

Description

This position provides high quality telephonic technical support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems. Technical Support Representatives performing at this level will be required to utilize skills from training, education, experience, or certifications to fulfill their daily responsibilities. This position will also assist with account related issues, including ID/password assistance, billing/invoice support, and other general account related services. Representatives with advanced education, experience or certifications will be expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. In addition, this position will work in a team environment to maximize individual and team performance.

Qualifications:

• Bachelor’s degree in a technical field or equivalent experience.

• 1-2 years job related experience.

• Experience with software support (technical troubleshooting and usability support)

• Experience with internet troubleshooting and website support

• Experience with supporting accounting applications a plus.

• Experience with enterprise technical support including software, hardware, and enterprise systems a plus.

• Experience with support account/billing related assistance a plus.

• Ability to adapt and multi-task to support incoming calls, email, chat, etc.

• Ability to quickly understand key terms and phrases to apply appropriate troubleshooting techniques.

• Ability to work with difficult customers and diffuse frustrating situations.

RELX is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact or if you are based in the US you may also contact us on 1. .

Please read our Candidate Privacy Policy .

Key Responsibilities :

Primary Duties :

• Provide telephonic and on-site technical support
• Perform first-level fault finding and testing
• Assist with system design and application for the sales team
• Deliver technical training and product demonstrations
• Evaluate new product performance
• Maintain the product demonstration room
• Capture support cases and generate weekly reports on the ERP system

Secondary Duties :

• Assist R&D with product testing and development
• Support the Marketing team with technical documentation

General :

• Follow company policies and health & safety procedures
• Support broader operational tasks when needed

Key Performance Indicators (KPIs) :

• Accuracy of support, designs, testing, and reporting
• Quality of ERP case entries and weekly reports
• Professional execution and task completion
• Compliance with internal processes and procedures

Time left to apply: End Date: September 2, 2025 (12 days left to apply)

Job Requisition ID: JR100542

To provide maintenance and technical support to the facilities department, particularly laboratory work to ensure the smooth operation of laboratories and their supplies, including LN2 and CO2 plants. The Junior Technical Support will collaborate closely with the senior technician to uphold high standards of technical support offered to the organization.

1. Laboratory Equipment Maintenance: Perform routine maintenance, inspections, and calibration of laboratory equipment including bio-safety cabinets, centrifuges, pipettes, incubators, freezers, ULTs, etc.
2. Bio-safety Level 2 & 3 Laboratories: Knowledge of bio-safety practices and standards. Ensure proper functioning and cleanliness of laboratories, including decontamination procedures.
3. Maintenance Planning: Assist with planning, providing suggestions and solutions for plant/machine/equipment malfunctions in accordance with FM maintenance standards.
4. Setup and Commissioning: Assist with setup and commissioning of plant/machine/equipment and guide proper use of laboratory equipment.
5. Liquid Nitrogen Plant: Assist in maintenance and operation, ensuring client LN2 supply demands are met.
6. Troubleshooting: Repair equipment malfunctions in coordination with external service providers if needed.
7. Waste Disposal: Oversee proper disposal of biohazardous waste.
8. Spare Parts Monitoring: Maintain laboratory equipment spares according to FM standards.

Note: The candidate will be expected to work overtime when required.

• Electrical N3
• HVAC or Refrigeration Certificate

• At least 3 years’ experience in Medical/Scientific Laboratory facilities or equivalent.
• Experience in refrigeration maintenance.
• Experience working in a Bio-Hazard Research Facility.
• Experience with Microbiological Safety Cabinets, Fume Cabinets, and Class III Isolators is an advantage.

• Understanding of national and international industry standards.

• Excellent organizational and interpersonal skills.
• Knowledge of laboratory equipment, refrigeration, and applicable codes.
• Ability to read wiring schematics, specifications, and manufacturers’ literature.
• Organized, proactive, and committed to completing projects.
• Ability to plan, organize, and meet deadlines.
• Systematic, careful, dependable, and friendly.
• Excellent problem-solving skills.
• Strong oral and written communication skills.
• Ability to work independently with minimal supervision.

Employee

September 2, 2025

Only shortlisted candidates will be contacted. If you do not hear within 14 days of the closing date, consider your application unsuccessful.

Africa Health Research Institute (AHRI) aims for optimal health and well-being of under-resourced populations. Based in KwaZulu-Natal, South Africa, AHRI conducts population, basic, translational, social, and clinical sciences research. We collaborate globally and prioritize training the next generation of African scientists. Our values include ubuntu, transformation, leadership, innovation, excellence, and collaboration.

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Technical Support Lead to join one of our clients ' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

Responsibilities :

Deep Troubleshooting & Debugging

Diagnose hardware issues involving Bluetooth, GPS, sensors, and firmware / software using diagnostic APIs and tools

Reproduce, isolate, and resolve complex issues such as multi-device confusion, virtual fence behavior, and intermittent connectivity

End-to-End Ticket Ownership

Manage support tickets from first report through confirmed resolution

Provide accurate root cause analysis and timely follow-up

Translate technical findings into clear, actionable guidance for customers and Tier 1 support

Documentation & Process Design

Create and continuously refine SOPs, runbooks, quick-start guides, and troubleshooting documentation

Maintain a structured, searchable, and up-to-date knowledge base

Communication & Collaboration

Act as the primary technical point of contact for escalated issues

Work directly with third-party engineering teams to expedite fixes with clear context and ownership

Quality Metrics & Continuous Improvement

Monitor support KPIs such as CSAT, First-Contact Resolution, and SLA compliance

Lead post-mortems on critical or escalated issues and implement preventive improvements

5+ years of hands-on experience in technical support or field engineering for IoT or hybrid hardware / software systems

Strong skills in debugging Bluetooth , GPS , firmware , and API-based integrations

Advanced user of support tools like Zendesk and documentation platforms

Excellent written and verbal communication skills; able to explain complex topics clearly and concisely

Highly organized, process-oriented, and self-motivated; continuously improves workflows based on real-world feedback

Comfortable working across multiple time zones and taking full ownership of technical issue resolution

Additional Information :

The team provides hands-on support from 09 : 00–21 : 00 EST

Should be flexible for urgent escalations and cross-time zone handovers

Description

This position provides high quality telephonic technical support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems. Technical Support Representatives performing at this level will be required to utilize skills from training, education, experience, or certifications to fulfill their daily responsibilities. This position will also assist with account related issues, including ID/password assistance, billing/invoice support, and other general account related services. Representatives with advanced education, experience or certifications will be expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. In addition, this position will work in a team environment to maximize individual and team performance.

Qualifications:

• Bachelor’s degree in a technical field or equivalent experience.
• 1-2 years job related experience.
• Experience with software support (technical troubleshooting and usability support).
• Experience with internet troubleshooting and website support.
• Experience with supporting accounting applications a plus.
• Experience with enterprise technical support including software, hardware, and enterprise systems a plus.
• Experience with support account/billing related assistance a plus.
• Ability to adapt and multi-task to support incoming calls, email, chat, etc.
• Ability to quickly understand key terms and phrases to apply appropriate troubleshooting techniques.
• Ability to work with difficult customers and diffuse frustrating situations.