2nd Line Support Agent at Shoprite Group of Companies

  • Customer Service Jobs In South Africa ,IT / Telecom Jobs In South Africa
  • Full time
  • 7 months ago
  • South Africa
  • Salary Rand 1000-2000 / Monthly
  • Shift Full Time
  • Job Qualifications Grade 12
  • Number of vacancies 5 openings
  • Job experience 3 years
  • Job level Officer

Job Description

Shoprite Group of Companies South Africa is hiring a 2nd Line Support Agent to manage customer queries and complaints. The 2nd Line Support Agent will timeously and effectively respond to electronic IT user queries reported by Service Desk.

You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

The Agent will coordinate rapid and appropriate responses to restore the IT services as quickly as possible, with the least impact on the Business Operations.

Duties & Responsibilities

Job Objectives
Provide 2nd line support

  •  To accurately log all ticket information – ensure full understanding and interpretation of details provided by the enduser
  •  To provide secondline support with a focus on incident resolution

Incident Escalations

  •  To accurately diagnose the problem or request before escalating to the relevant application support specialist.

Skills transfer and Knowledge base updates



  •  Escalate any unresolved problem/request to the relevant application support specialist

Experience in technical system, Skills transfer and Knowledge database updates

  •  Identify required training for the Service Desk

Update the knowledge base and provide guidance to Service Desk Agents on how incidents can be closed and not escalated where

Desired Experience & Qualification


  • Matric
  • SDA
  • A+, N+
  • ITIL Foundation


  • MSCE
  • National Certificate in Information Technology – Customer Support  Level 5


  • 5+years IT Service Desk experience
  • Internet, Email (O365)
  • eLearning Systems
  • Retail experience

Mode of Application



How to apply: Shoprite Group of Companies South Africa

Pre-Employment Assessments:

All applicants who meet the above criteria will be required to undergo job related assessments to establish suitability for placement, this includes a verification of qualifications.

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