IT Agent - English Speaking

POSITION OVERVIEW

Cape Town, ZA

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are looking for a reliable and customer-focused IT Agent to join our team and provide first-line technical support in a fast-paced BPO environment. In this role, you will assist users with a range of technical concerns, troubleshoot problems and ensure that queries are resolved efficiently while delivering a professional support experience.

The ideal candidate is technically minded, patient and able to communicate clearly with users of varying levels of technical knowledge.

Start Date: 26th August 2026

• Provide first-line technical support for hardware, software, systems, and connectivity-related issues.
• Respond to IT support requests via phone, email, chat, or ticketing systems.
• Troubleshoot and resolve common technical issues efficiently and professionally.
• Log, document, and track support requests through the appropriate ticketing system.
• Escalate complex or unresolved technical issues to the appropriate IT support team.
• Assist with password resets, account access, software issues, and basic system configuration.
• Support users with basic connectivity, workstation, printer, and peripheral issues.
• Follow established IT processes, procedures, and security protocols.
• Maintain accurate documentation of technical issues and resolutions.
• Provide clear guidance to users and ensure a positive support experience.
• Meet required service levels, productivity targets, and quality standards.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

• Grade 12 / National Senior Certificate (or equivalent).
• 1 year of experience in IT support, helpdesk, technical support, or a similar role preferred.
• Basic understanding of computer hardware, software, operating systems, and network connectivity.
• Experience troubleshooting common technical issues.
• Experience with ticketing or service desk systems is advantageous.
• Previous BPO, contact centre, or customer service experience is advantageous.
• Fluent in English, both written and verbal.
• Strong communication and customer service skills.
• Comfortable working in a fast-paced, target-driven environment.
• Willingness to work shifts, including weekends or public holidays, where required.

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners.

MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, Market…