Helpdesk L1 Technician - (ST)

Technical Associate

Location: Sandton

Job Type: Permanent

Working Hours: You will be required to work anywhere within a 24-hour period and may need to work weekends, as the account operates 24/7

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world’s fastest-growing brands scale smarter, work faster, and deliver better service—every time.

We’re not your typical outsourcing company. We believe great service is built on two things: smart tech and even smarter people. From our proprietary AI tools like MöBIUS to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you want to be part of a forward-thinking, fast-moving, and inclusive global team that values both results and relationships, you’ll feel right at home here.

Job Overview

We’re seeking a proactive Technical Associate – Level 1 Help Desk to deliver top-notch first-line technical support and service to our clients. This customer-facing role is responsible for being the first point of contact for technical issues, providing timely assistance, diagnosing common hardware, software, system, and connectivity problems, and resolving issues within established procedures and service levels.

The ideal candidate has strong problem-solving abilities, technical curiosity, and clear communication skills, with the ability to provide a professional, empathetic, and customer-focused experience across every interaction.

Key Responsibilities

• Provide technical assistance via phone, email, live chat, and ticketing platforms.
• Promptly troubleshoot and resolve customer issues related to hardware, software, systems, or configurations.
• Diagnose root causes by asking targeted questions and using remote-access tools where required.
• Escalate complex or unresolved problems to engineering or management in line with company protocols.
• Log all interactions, track issue resolutions, and maintain accurate records in CRM systems.
• Provide clear, courteous feedback and follow up with customers to verify resolution and satisfaction.
• Maintain technical proficiency and keep knowledge-base resources up to date with documented solutions.
• Collaborate cross-functionally to identify recurring issues, share customer insights, and recommend product improvements.
• Translate technical information into clear, easy-to-understand guidance for customers with varying levels of technical knowledge.

Qualifications

• 1–3 years of experience in technical support, help-desk roles, or similar customer-facing technical roles.
• Proficiency with Windows, macOS, and/or Linux environments, with an understanding of networking, software, or hardware systems.
• Familiarity with remote-support tools and CRM/help-desk systems such as Zendesk or ServiceNow.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts simply and clearly.
• Strong analytical and problem-solving skills, with attention to detail when working under pressure.
• Demonstrated empathy, patience, and the ability to maintain professionalism when supporting diverse customer populations.
• Ability to manage multiple inquiries, prioritize effectively, and meet resolution timelines.
• An Associate’s or Bachelor’s degree in IT, Computer Science, or a related field is preferred.
• Relevant certifications such as CompTIA A+ or Network+ are an advantage.

Preferred

• Previous experience in a BPO, contact center, SaaS, technology support, service desk, or technical customer service environment.
• Experience using platforms such as Zendesk, Freshdesk, Jira Service Management, ServiceNow, or similar helpdesk tools.
• Exposure to digital workflows, task management systems, mobile apps, cloud-based platforms, or IoT/connected device support.
• Basic understanding of APIs, integrations, system status checks, or application support would be beneficial, but is not essential.
• Ability to distinguish between user error, system error, device-related issues, and issues requiring technical escalation.
• Experience working against SLAs, quality standards, and structured support processes.
• Microsoft 365 Fundamentals, Azure Fundamentals, or similar entry-level Microsoft certification.
• Basic training or certification in ITIL Foundation, service desk practices, or incident management.

What We Offer

• Work Model: Onsite role based in Sandton, Johannesburg.
• Development: Comprehensive onboarding, product/process training, and ongoing support to build technical and customer service capability.
• Career Growth: Opportunities to develop within customer operations, technical support, quality, training, or team leadership pathways.
• Culture: A collaborative, inclusive, and people-first environment where service excellence and continuous improvement matter.
• Perks/Benefits: Competitive salary and benefits aligned to role level and location.

Ready to Make an Impact?

Technical Mindset. Customer Heart. Global Impact.

If you’re ready to combine your technical skills with your passion for customer service and become part of a global team, we’d love to hear from you.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.