Technical Support Desk Specialist

About the role

Our client, a leading provider of security and AI products, is looking for a Technical Support Desk Specialist to join their nerve centre in Durban. The role focuses on delivering fast, high‑quality support for a range of products and ensuring smooth communication between clients, internal teams and external suppliers.

Key responsibilities

• Reduce response and resolution times while maintaining customer service excellence.
• Monitor team response, optimise workload distribution and create product‑specific resolution workflows.
• Proactively identify potential client outages and coordinate corrective actions.
• Ensure all communications reach the client and the appropriate supplier support desk.
• Process alerts and tickets from all relevant systems, escalating compromised systems to the correct support entity.
• Forward valid alerts with concise recommendations to the relevant desk.
• Identify recurring issues, analyse trends and recommend fixes.
• Work with suppliers to establish effective communication processes for client‑related problems.
• Manage change‑control requests that could have financial or physical impact on clients.
• Identify and clean up cancelled services.

Required profile

• Grade 12 with a relevant IT qualification.
• A+ or Network+ (N+) certification preferred.
• Minimum five years of experience in a support desk environment.
• Extensive experience supporting virtual machines, servers and networking equipment.
• Background in CCTV systems is essential.
• Familiarity with HIK Central, Lytehouse or Sniper platforms is an advantage.
• Exposure to Claude AI considered beneficial.

Required skills

• A+ certification.
• Network+ (N+) certification.
• Virtual machine (VM) support.
• Server and networking administration.
• CCTV system knowledge.
• HIK Central platform.
• Lytehouse platform.
• Sniper platform.
• Claude AI exposure.