An ICT Company is looking for an experienced Front Line Senior Technical Support Agent to join their support team. This role is client-facing and forms the first line of technical response across all IHG services and solutions. The successful candidate will be responsible for diagnosing, resolving, and coordinating support for a wide range of ICT environments while delivering a high standard of customer service.

This role is ideal for a senior frontline technician who enjoys client interaction, problem-solving, and being accountable for service delivery across a broad ICT stack

This role requires strong technical capability, excellent communication skills, and the ability to take ownership of client issues from first contact through to resolution or escalation.

KEY RESPONSIBILITIES

Front Line Support & Client Interaction
• Act as the first point of contact for all client technical queries via helpdesk, phone, email, and WhatsApp support channels
• Log, manage, and update tickets accurately within the helpdesk system
• Provide clear, professional communication to clients, setting expectations and timelines
• Ensure clients are kept informed throughout the lifecycle of an incident or request

Technical Support – Core Services
–  Provide first line and second-line support across service portfolio, including:
– Internet and connectivity (Fibre, LTE, failover links)
– Network infrastructure (firewalls, switches, access points, SD-WAN)
– Cybersecurity solutions (firewalls, endpoint protection, email security)
– Microsoft 365 (users, licenses, email, Teams, SharePoint basic support)
– Email platforms (hosted email, migrations support assistance)
– Telephony and voice systems (VoIP, hosted PBX, handsets)
– Basic server and workstation support (Windows environments)
– Website hosting and domain-related support (basic diagnostics and coordination)

Incident Management & Escalation
• Perform initial troubleshooting, diagnosis, and resolution where possible
• Identify issues requiring escalation and engage the correct internal technical managers
• Coordinate war-room sessions when issues involve multiple departments
• Provide detailed handovers when escalating to senior engineers or third-line support

Internal Coordination & Accountability
• Work closely with Service Managers, Technical Managers, and Account Managers
• Assist with cross-departmental issue resolution involving billing, sales, and technical teams
• Contribute to Monday service review meetings by providing feedback and insights
• Ensure adherence to SLAs and internal response time targets

Documentation & Process
• Maintain accurate technical notes and client histories
• Assist in improving support processes and documentation
• Follow IHG policies, procedures, and escalation frameworks

REQUIRED TECHNICAL SKILLS

Strong understanding of networking fundamentals (TCP/IP, VLANs, VPNs, firewalls)

• Experience supporting Microsoft 365 environments
• Solid knowledge of VoIP and hosted PBX systems
• Familiarity with cybersecurity concepts and endpoint protection
• Experience working with ISPs and vendors for fault resolution
• Ability to troubleshoot Windows-based environments
• Exposure to cloud-based services and hosting environments

REQUIRED EXPERIENCE

Minimum 5–7 years’ experience in an ICT support or technical role
• Previous experience in an MSP or ICT solutions provider environment preferred
• Experience dealing directly with business clients across multiple industries
• Proven experience handling high-pressure support environments

SOFT SKILLS & ATTRIBUTES

Strong communication and client service skills
• Calm, structured, and solution-oriented approach
• Ability to manage multiple tickets and priorities simultaneously
• High attention to detail and strong documentation habits
• Accountability and ownership mindset
• Team player with leadership presence at frontline level

QUALIFICATIONS (ADVANTAGEOUS)

Relevant IT qualification (Diploma or Degree)

• Microsoft certifications (M365, Azure fundamentals)
• Networking certifications (e.g. Network+, CCNA)
• Cybersecurity-related certifications (advantageous but not mandatory)