458 Technical Support Agent jobs in South Africa

Technical Support Agent

R67800 - R120000 Y Careerbox / CCI

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Job Description

Job Title: Technical Support Specialist - Call Centre

Introduction

Careerbox is looking for Customer service enthusiasts SA's largest contact center is currently recruiting experienced customer service representatives to support our international clients and provide a world class experience.

Requirements

· Excellent spoken English.

· Computer Literate and ability to speed type(25WPM).

  • Matric/NQF Level 4/Grade 11.

· A clear Credit and Criminal record.

· Ability to work rotational shifts /USA&UK shifts.

  • Troubleshoot and resolve issues related to network connectivity, hardware, and software.
  • Offer clear, step-by-step guidance to customers.
  • Demonstrate excellent listening and questioning skills to accurately diagnose problems and explain solutions.
  • Work effectively within a team environment.
  • Apply strong problem-solving skills to every situation.
  • Deliver friendly and efficient customer service.

What's in it for you?

· Guaranteed Basic Salary +Nightshift Allowance.

· Amazing Incentives.

· Awesome Growth Potential.

· Exposure to dealing with international customers.

· Access to on-site clinic/salon

· Access to on-site counselling

· Funeral benefit (100%company contribution)

Job Types: Full-time, Permanent

Pay: From R5 650,00 per month

Work Location: In person

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Technical Support Agent

7600 Stellenbosch, Western Cape Red Ember Recruitment (PTY) Ltd

Posted 142 days ago

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Job Description

Permanent
The Technical Support Agents provide friendly and efficient first line support, as well as core advanced customer support through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point) and occasionally VOIP (Voice over IP). Technical Support Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, Distant-Desktop, Route This and e-mail) using ticketing and, Route This and e-mail). Calls that cannot be resolved are escalated appropriately. First Line Customer Support:Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, Distant-Desktop, and RouteProvide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.Record support requests in ticketing systemAim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customersProviding updates at least hourly or daily as necessary.Consistently monitor Microsoft Teams and WhatsApp for messages.Troubleshooting, problem solving and monitoring:Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.Monitoring of Network using Dude and Zabbix.Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).Identify trends with incoming calls, issues, and support requests, and escalate them to the TeamCaptain or Team Leader immediately.Customer Support Excellence:Provide efficient first-call resolution across various communication channels.Address technical issues promptly, ensuring updates and follow-ups as necessary.Technical Problem-Solving:Troubleshoot customer-side and internal network faults effectively using diagnostic tools.Escalate unresolved issues to the appropriate teams, ensuring seamless service continuity.Team Collaboration and Knowledge Sharing:Support team operations by managing ticket backlogs and contributing to intemal documentation.Share industry knowledge and technical advancements with the team to improve overall support quality.Operational Efficiency:Monitor network systems, identify trends in incoming calls, and escalate recurring issues proactively.Adherence to Standards:Follow company policies, SOPs, and technical guidelines while ensuring customer satisfaction.Participate in team meetings and contribute to continuous process improvements.RequirementsMin 3 years of experience working with Fiber networks, Wireless, and Wi-Fi Routers.Grade 12 / Senior Certificate.N+ & A+ certification.Additional ICT qualification (including MTCNA), (CCNA) advantageous.Networking, ICT, and Telecommunications technology and industry knowledge.Proficient in Microsoft Office (Outlook, Teams required, Word and Excel advantageous).Knowledge of Mikrotik, Cambium, Ubiquiti and Totolink and TP Link hardware.Proven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches.Troubleshooting skills in a networking environment.Advanced understanding of PC hardware setup and configuration advantageousLayer 2 switching knowledge/ability advantageousProficient in English (written and verbal), second language preferable.Work independently, including remotely (when required).Willing and able to work shifts, including evenings and weekends.Work under pressure and according to specific call resolution targets.
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Advanced Technical Support Agent

1-Grid

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Job Description

About us

1-grid is a leading web hosting company with a well-established customer base that is passionate about delivering top-quality hosting solutions to SMEs in South Africa. We're on a mission to grow businesses online with simple and reliable products, and we're looking for a ATS Agent to join our team and help us bring our vision to life.

Job Purpose

Be the first line of contact for Pro & Premier customers. Provide 3rd line technical support for tickets escalated. Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with SLAs and take ownership of incidents and manage through to resolution.

Duties and Responsibilities

  • Monitoring
  • Systems and fix potential issues or escalate where required.
  • Attend to proactive and reactive monitoring alerts to ensure minimum disruption to customers.
  • Troubleshooting
  • Server hardware and OS software related issues.
  • Basic RAID (1,5,10)
  • Second and Third line Hosting queries
  • Customer Support
  • First point of contact for Pro and Premier customers
  • Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with SLAs.
  • Build and maintain the company's reputation & customer relationships.
  • Perform the backup + restore of systems
  • Take ownership of incidents and manage through to resolution where possible.
  • Liaise with Sysadmin on projects and technical tasks.
  • Produce information reports upon request.

Qualification and Experience

  • Matric or equivalent, IT qualification advantageous
    • Windows server knowledge (server 2008 R and certification required
    • A+ N+ certification
  • Two+ years' experience in an IT Service Desk support environment (3rd line support), experience supporting VMware hypervisor, Linux Servers, Windows Servers, MysQL and MsSql.
  • Solid technical understanding of
  • DNS
  • Web Hosting and Web Hosting Technologies
  • Basic Understanding of
  • Network troubleshooting
  • MsSQL and MySQL
  • VPS and Docker
  • Virtualization(Kvm/Hyper-v)
  • Exposure to
  • Data Centre hardware, software, and storage technologies.
  • Modern Backup & Disaster Recovery technologies

Advantageous

  • Linux LPIC certification(s)
  • Scripting (PowerShell, Bash, Phyton, etc.)
  • cPanel Certification
  • Plesk Certification

Key Competencies

  • A desire for continuous learning and career development
  • Ability to work well in a team environment with a high degree of collaboration
  • Strong Interpersonal skills
  • Customer focused
  • Strong technical aptitude
  • Solution driven
  • Takes initiative
  • Excellent delivery standards

Requirements

  • Own transport with a valid driver's licence
  • Shift work

This appointment will be made in accordance with the Company's Employment Equity Plan and preference will be given to people from Designated Groups and people with a disability, provided such job applicants meet the inherent criteria of the vacancy. Please note only shortlisted candidates will be contacted.

In with the POPIA the usage of your personal data and sensitive personal data will be used for the following purposes, communicate with you regarding positions you have applied for, assess your skills, qualifications and suitability as well as obtain references and background checks when necessary.

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Advanced Technical Support Agent

R90000 - R120000 Y 1-grid

Posted today

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Job Description

About us

1-grid is a leading web hosting company with a well-established customer base that is passionate about delivering top-quality hosting solutions to SMEs in South Africa. We're on a mission to grow businesses online with simple and reliable products, and we're looking for a ATS Agent to join our team and help us bring our vision to life.

Job Purpose

Be the first line of contact for Pro & Premier customers. Provide 3rd line technical support for tickets escalated. Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with SLAs and take ownership of incidents and manage through to resolution.

Duties and Responsibilities

  • Monitoring
  • Systems and fix potential issues or escalate where required.
  • Attend to proactive and reactive monitoring alerts to ensure minimum disruption to customers.
  • Troubleshooting
  • Server hardware and OS software related issues.
  • Basic RAID (1,5,10)
  • Second and Third line Hosting queries
  • Customer Support
  • First point of contact for Pro and Premier customers
  • Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with SLAs.
  • Build and maintain the company's reputation & customer relationships.
  • Perform the backup + restore of systems
  • Take ownership of incidents and manage through to resolution where possible.
  • Liaise with Sysadmin on projects and technical tasks.
  • Produce information reports upon request.

Qualification and Experience

  • Matric or equivalent, IT qualification advantageous
  • Windows server knowledge (server 2008 R and certification required
  • A+ N+ certification
  • Two+ years' experience in an IT Service Desk support environment (3rd line support), experience supporting VMware hypervisor, Linux Servers, Windows Servers, MysQL and MsSql.
  • Solid technical understanding of
  • DNS
  • Web Hosting and Web Hosting Technologies
  • Basic Understanding of
  • Network troubleshooting
  • MsSQL and MySQL
  • VPS and Docker
  • Virtualization(Kvm/Hyper-v)
  • Exposure to
  • Data Centre hardware, software, and storage technologies.
  • Modern Backup & Disaster Recovery technologies

Advantageous

  • Linux LPIC certification(s)
  • Scripting (PowerShell, Bash, Phyton, etc.)
  • cPanel Certification
  • Plesk Certification

Key Competencies

  • A desire for continuous learning and career development
  • Ability to work well in a team environment with a high degree of collaboration
  • Strong Interpersonal skills
  • Customer focused
  • Strong technical aptitude
  • Solution driven
  • Takes initiative
  • Excellent delivery standards

Requirements

  • Own transport with a valid driver's license
  • Shift work

This appointment will be made in accordance with the Company's Employment Equity Plan and preference will be given to people from Designated Groups and people with a disability, provided such job applicants meet the inherent criteria of the vacancy. Please note only shortlisted candidates will be contacted.

In with the POPIA the usage of your personal data and sensitive personal data will be used for the following purposes, communicate with you regarding positions you have applied for, assess your skills, qualifications and suitability as well as obtain references and background checks when necessary.

This advertiser has chosen not to accept applicants from your region.

Level 1 ISP technical support agent

Midrand, Gauteng R180000 - R250000 Y Jumbo Technologies

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Job Description

Location:
Jumbo Technologies, 546 16th Road in Midrand.

Position Overview

We are seeking a dedicated Level 1 Desktop Support Agent to provide technical support and troubleshooting customer internet services. This role requires hands-on experience with networking equipment and the ability to work both regular office hours and standby support schedules.

Key Responsibilities


• Provide first-line technical support for our wireless ,fibre and VoIP customers.


• Configure, troubleshoot and maintain Ubiquiti and Cambium wireless networking equipment.


• Configure, troubleshoot and maintain various router brands including Tenda, Cudy, TP-Link, and MikroTik routers.


• Configure, troubleshoot and maintain Yealink and Grandstream phones.


• Respond to help desk tickets, customers Whatapps and phone calls and resolve technical issues in a timely manner.


• Document all support activities and maintain accurate records of solutions provided.


• Escalate complex technical issues to Level 2 support when necessary.


• Assist with network monitoring and basic network administration tasks.

Required Technical Skills

Networking Equipment Experience:


• Wireless Systems: Ubiquiti and Cambium equipment.


• Router Configuration: Tenda, Cudy, TP-Link, and MikroTik routers.


• VoIP Configuration: Yealink and Grandstream phones.


• Basic understanding of networking protocols (TCP/IP, DHCP, DNS, VLAN).


• Wireless network setup and troubleshooting (WPA/WPA2, SSID management).

General IT Skills:


• Windows desktop support (Windows 10/11).


• Basic knowledge of macOS.


• Remote desktop support tools (Rustdesk, AnyDesk, TeamViewer).


• Ticketing system experience (DataTill, ).

Work Schedule

Regular Office Hours (Onsite at office):


• Monday to Thursday: 08:00 - 16:30.


• Fridays 08:00 - 15:00.

Standby Support (Remotely from home):


• Weekdays (Monday to Thursday): 16:30 - 20:00 (Two nights per week)


• Fridays: 15:00 - 20:00. (Every second Friday).


• Weekends: 08:00 - 17:00 (Every second Saturday and Sunday).


• Must be available to respond to critical issues during standby hours.

Required Qualifications


• High school diploma or equivalent; IT-related diploma/certification preferred.


• 1-2 years of experience in technical support or IT helpdesk role.


• Strong problem-solving and analytical skills.


• Excellent communication skills, both verbal and written.


• Ability to work independently and manage multiple priorities.

Preferred Qualifications


• MikroTik certification (MTCNA) or equivalent experience.


• CompTIA A+ or Network+ certification or equivalent experience.


• Valid driver's license (for on-site support when required).

What We Offer


• Basic market related salary + standby compensation for after-hours support.



Laptop provided for after hours standby.

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Remote / Offshore Level II IT Help Desk Support Technicians

R180000 - R250000 Y K2 Staffing, LLC

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Job Description

Summary

Our staffing firm partners with U.S.-based clients, many of which are Managed Services Providers (MSPs). We currently have multiple openings for Remote / Offshore Level II IT Help Desk Support Technicians . This position requires proven experience in supporting business desktop and server environments, including Windows 10 workstations, Windows Server 2016 & 2019, intermediate networking, and vendor-specific hardware/software solutions.

Duties & Responsibilities

  • Serve as the primary contact for Windows desktop issues
  • Provide end-user technical support and troubleshooting
  • Assist with administration and support of Windows Servers
  • Monitor system alerts and respond according to established protocols
  • Handle escalated service desk requests requiring advanced troubleshooting
  • Support onboarding of new users (accounts, access, setup)
  • Deliver network support across LAN/WAN environments
  • Install and maintain network hardware
  • Ensure timely resolution of issues while maintaining documentation standards

Qualifications & Requirements

  • Prior experience working for a Managed Services Provider (MSP) is required
  • Minimum of 3 years in IT support roles (Help Desk, Desktop Support, IT Support Analyst, Service Desk, User Support, etc.)
  • Hands-on experience with Remote Monitoring & Management (RMM) tools such as ConnectWise, Kaseya, or Ninja
  • Familiarity with Professional Services Automation (PSA) / ticketing systems , such as Autotask
  • Exposure to firewall and network administration (SonicWall, Meraki)
  • Strong troubleshooting background across networks, servers, and workstations
  • Experienced in Cloud-based environments
  • Excellent customer service skills with a professional and courteous approach
  • Strong written and verbal communication skills, including group presentation experience
  • Dependable, with a consistent work ethic
  • Eagerness to learn and expand technical expertise
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Spanish Speaking Technical ISP Support Agent

R104000 - R130878 Y Digital Solutions Group

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Job Description

Job Title: Spanish Speaking Technical ISP Support Agent

Location: Dunkeld West (Johannesburg)

Job Type: Full Time, Contract

The role:

We are seeking a dedicated Technical ISP Support Agent that has Spanish speaking and written skills to join our growing and dynamic team. This role offers an opportunity work within a growing team and play a vital role in ensuring the network's reliability and our ISP and Property partners' satisfaction. The primary purpose of this job is to manage all customer engagements across all defined interaction channels and customer interactions to be managed end to end in a professional manner that both meets and exceeds customer expectation.

The incumbent will have good knowledge and understanding of internet industry and relevant support services. A technical background will be advantageous as the incumbent will be required to trouble shoot customer queries.

With the guidance of the Team Leader, the incumbent will be required to action all Voice, Email complaints and resolve Freshdesk tickets. This includes management and adherence to key workflow processes as defined by Client.

Responsibilities:

2.1 DELIVERABLE - PERFORMANCE MANAGEMENT SERVICE LEVEL TARGETS

As a FLTE Support Agent, you are required to maintain day-to-day delivery, in line with Key Performance Targets and Adhere to the Prescribed Schedule and Rosters while Actioning Escalations.

As measured at daily, weekly and monthly intervals, achievement of the following performance metrics are non-negotiable to be successful in this role:

.

· Telephony

o Call Answer Management: compliance with an average of 95% to be answered.

o Call Answer Management: 80% of calls to be answered within 20 seconds.

o Call Designation: 100% of all inbound calls to be assigned the correct category/ wrap up code.

o Average Talk Time: compliance with an average of 5 Minutes (or as required per client directive/ process).

§ Case Management (CRM/ Case Logging)

  • Case Capture & Escalation: Cases to be captured/ logged and escalated within 1 Hour from receipt of interaction across the defined interaction channels (social media, telephony, WhatsApp & Live Chat).

  • Case Resolution: Case resolution rates to exceed 95%;

§ Quality: an overall quality score of 90% to be obtained, this being a combination of external and internal review. Quality to be assessed with consideration of tonality, customer centricity, empathy, process adherence, spelling, contextual understanding and time taken to respond to queries (as per defined SLA for each channel).

Requirements and skills

§ Working with ISPs, 3rd parties, and second-line support to troubleshoot and resolve technical issues.

§ Perform account administration tasks and system checks to ensure smooth operation.

§ Manage escalated support issues within agreed SLA timelines to maintain service reliability.

§ Assist customers by answering product and service related questions; suggesting information about other products and services.

§ Follow specified trouble shooting steps to resolve customer que

§ Maintains customer records by updating case information.

§ Good knowledge and understanding of Customer services;

§ Working experience within a contact centre environment;

§ Maintain client relationships and remain professional in all activities relating to the Customer Experience division.

§ Good knowledge and understanding of all social media channels, WhatsApp and live chat and customer expectations regarding each communication channel.

§ Minimum qualification: Grade 12/Matric: High school diploma or equivalent.

§ Previous experience in an ISP or Fiber Network Operator (FNO) environment.

§ Service Desk Experience: Minimum of 1 year of experience in a Service Desk Agent or Support Engineer role.

Industry

  • IT Services and IT Consulting
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Help Desk Coordinator

R250000 - R400000 Y Cloud Integration Services

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Job Description

Company Description

Cloud Integration Services assists medium to large business enterprises by actively providing IT support, services, and solutions. The goal is to optimize IT infrastructure to be more cost-effective, secure, and reliable. We focus on enhancing IT efficiency and ensuring robust performance. Our services are tailored to meet the specific needs of each client, ensuring they achieve operational success.

Role Description

This is a full-time on-site role based in
Milnerton Cape Town ONLY
. The Help Desk Coordinator will be responsible for providing technical support, managing help desk requests, troubleshooting issues, and ensuring effective communication with clients and team members. The role involves analyzing problems to provide timely solutions and maintaining a high level of customer satisfaction.

Qualifications

  • Experience in a helpdesk or IT support role (1–3 years typically)
  • Technical Support, Help Desk Support, and Troubleshooting skills
  • Strong Communication and Analytical Skills
  • Proficiency in managing helpdesk software and tools
  • Excellent problem-solving abilities
  • Ability to work efficiently in a team-oriented environment
  • Relevant certifications or experience in IT support is a plus
  • Ability to work on Sage platform for quoting.
  • Must be able to work standby hours when needed.
  • Problem-solving mindset and attention to detail

Please apply via Linkedin.

Should you not receive a response within 2 weeks of your application, kindly take it as you were unsuccessful.

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Help Desk Technician

Boksburg, Gauteng R400000 - R600000 Y Corruseal Group

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Job Description

SITE: BOKSBURG

DIVISION: CORRUSEAL GROUP

REPORTING TO: GROUP CHIEF INFORMATION OFFICER

PURPOSE OF THE JOB

Responsible for maintaining and supporting end user computing, basic enterprise network and server infrastructure to ensure optimal performance and security.

KEY RESPONSIBILITIES

MAINTENANCE OF ENTERPRISE NETWORK AND SERVER INFRASTRUCTURE

  • Installs updates for server hardware and software systems.
  • Monitors server performance to ensure efficient and secure operation.
  • Coordinates with other IT professionals to ensure efficient network and server usage.
  • Maintains basic network hardware and software systems.
  • Monitors and maintains high standards of user experience on business applications relating to end user computing.
  • Ensures that datacentre server rooms are always 100% compliant with power, cooling, access control and servicing of the equipment
    .

TROUBLESHOOTING AND REMEDIATIONS OF FAULTS

  • Identifies and troubleshoots network and server-related issues based on Aruba and Microsoft best practises.
  • Identifies and troubleshoots end user computing related issues based on best practise guides by current technology vendors solutions implemented at business.

SECURE AND RESILIENT INFRASTRUCTURE

  • Performs Windows updates on non-critical servers and end user computing devices.
  • Maintains enterprise cybersecurity hardware and software by ensuring all versions are up to date for end user computing and enterprise infrastructure.
  • Manages user accounts, permissions, and system controls relating to end user computing and enterprise applications.

PROJECT MANAGEMENT

  • Actively participates in high level, business-wide projects. This involves both working independently and as a part of a team to fulfil the project delivery objectives.
  • Delivers projects on budget and on time
    .

SKILLS AND COMPETENCIES

  • Adaptability
  • Good communication skills (verbal and written)
  • Customer focus
  • Decision making
  • Information monitoring
  • Planning and organising
  • Analytical
  • Attention to detail
  • Problem solving skills

REQUIRED MINIMUM QUALIFICATIONS / EXPERIENCE

  • Hardware certification- A+
  • Network certification- N+
  • Microsoft certification.
  • Two (2) years' experience working in IT as Junior IT Helpdesk Technician with the respective technology at an intermediate level with experience in installation, configuration, maintenance and support
  • Two (2) years' experience at an intermediate level working on Microsoft Windows Server 2019 and 2022.
  • Two (2) years' experience installing, configuring and working on Windows desktop edition.
  • two (2) years' experience working on enterprise level and point detection and reaction software.
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Help Desk Administrator

R180000 - R250000 Y Servest SA

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Job Description

Servest is a world class business which is innovative and a leader in the Integrated Facilities Management Industry. The company offers an innovative environment that will accelerate your development and skills, as the highest value is placed on attracting top talent to the organisation. Applications that meet the stated requirements are invited for a
vacancy exists for a dynamic and driven Help Desk Administrator to join a team based at our Head Office. This role reports directly to National Operations Lead, in the Cleaning Business Unit.

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