• Answer customer questions about product usage and best practices. • Diagnose complex technical issues and provide solutions or workarounds. • Connect with customers through a ticketing system, with phone support sometimes required for complex or urgent issues. • Collaborate frequently with members of the Support and Engineering teams. • Contribute to documentation. • Contribute to internal software tools to automate diagnosis of customer issues. • Work a weekend on-call rotation every 4-8 weeks (daytime hours only).

• Respond to support requests received by email and telephone • Perform initial investigation, troubleshooting and ticket triage • Escalate incidents to senior engineers when required • Work collaboratively with colleagues to meet customer SLAs • Maintain accurate and professional ticket records • Participate in customer communications via email, telephone, video calls and screen-sharing sessions • Contribute to and utilise our internal knowledge base and operational procedures • Participate in a rota-based support service, including weekend cover

• Deliver outstanding customer support via phone, emails and chats; • Escalating complex cases to the internal team; • Assisting customers with inquiries regarding device additions, login guidance, password retrieval, cancellations, policy & subscription questions; • Keep up with evolving tools and technology; • Handle sensitive customer data with care and security; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI.

Role Description As an IT Support Technician, you will provide first-line remote technical support to our customer base, acting as an important first point of contact for service requests. - Respond to support requests received by email and telephone - Perform initial investigation, troubleshooting and ticket triage - Escalate incidents to senior engineers when required - Work collaboratively with colleagues to meet customer SLAs - Maintain accurate and professional ticket records - Participate in customer communications via email, telephone, video calls and screen-sharing sessions - Contribute to and utilise our internal knowledge base and operational procedures - Participate in a rota-based support service, including weekend cover This role forms part of a rota-based support desk covering client business hours. Participation in early and late shifts as well as weekend on-call is an essential requirement of the position. Qualifications - South African Matric (Grade 12) - Microsoft MS-900 certification (or higher) - Microsoft AZ-900 certification (or higher) Requirements - At least 2 years' experience providing remote IT support to business customers - Experience supporting Microsoft-based business environments - Excellent written and spoken English communication skills - Strong customer service and relationship-building abilities - Experience working within a structured support or service desk environment - A methodical and security-conscious approach to technical support Benefits - Fully remote working environment - Flexible rota-based working arrangements - A collaborative UK and South African team culture - Exposure to a broad range of technologies and customer environments - Ongoing learning and professional development opportunities - Supportive colleagues who enjoy sharing knowledge and experience