# Technical Support Agent

**Company:** [MSA Outsourcing Solutions - UK](https://jobs.workable.com/companies/9S7Hgb7wuNgE5Ww7HCsMn3.md)
**Location:** Johannesburg, South Africa
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](https://jobs.workable.com/view/fd1777e5-36c5-47aa-8ffc-72c643d7f94c)

## Description

MSA Sourcing Solutions is seeking an IT Support Agent to support one of our UK-based clients. The successful candidate will provide remote technical support to UK clients, assisting with day-to-day IT queries, troubleshooting, Microsoft 365 and Google Workspace administration, and basic 3CX support.

**Key Responsibilities**

-   Answer incoming client support calls via 3CX and provide basic 3CX support following training.
-   Log and document client issues clearly and accurately.
-   Troubleshoot and resolve technical issues remotely where appropriate.
-   Escalate complex or higher-risk issues to the UK technical team with clear and detailed notes.
-   Provide remote support for Windows computers using AnyDesk, TeamViewer, Splashtop or similar tools.
-   Assist with day-to-day Microsoft 365 administration, including password resets, mailbox issues, user management, MFA and licence support.
-   Provide basic Google Workspace administration and technical support.
-   Use AI tools and online resources to research technical issues and identify appropriate solutions.
-   Apply sound judgement when troubleshooting and avoid making changes where the impact is not fully understood.
-   Maintain a professional, helpful and courteous approach when communicating with UK-based clients.
-   Maintain accurate records of support activities and follow established processes.
-   Protect client information and maintain strict confidentiality when accessing client systems and data.

## Requirements

-   Previous experience in an IT support or technical support role.
-   Practical experience supporting Windows computers and troubleshooting common technical issues.
-   Hands-on familiarity with Microsoft 365 and Google Workspace administration.
-   Experience using remote support tools such as AnyDesk, TeamViewer, Splashtop or similar.
-   Strong troubleshooting and problem-solving skills.
-   Ability to recognise when an issue should be escalated rather than attempting an uncertain or potentially risky solution.
-   Comfortable using AI tools and online resources to research and resolve technical issues.