About the role
WR360 is an information security practice based in Gqeberha. We work with businesses across manufacturing, financial services, insurance and legal sectors to help them manage their information security properly.
This is a technical support role on our service desk. You will be the person our clients reach when something is wrong and the person who sees it through to resolution. The role spans first- and second-line support across networking, Microsoft 365 and endpoint environments, with exposure to information security disciplines as part of our day-to-day practice.
We answer the phone. We respond to WhatsApp. We follow up.
Key responsibilities
- Handle inbound support requests via phone, WhatsApp and ticketing system
- Troubleshoot and resolve issues across networking, Windows, and Microsoft 365 environments
- Escalate complex issues to senior engineers with proper documentation and context
- Maintain accurate records of client environments, actions taken and resolutions
- Travel to client sites when remote resolution is not possible
- Work within WR360’s ITIL 4-aligned processes and service desk procedures
- Contribute to internal knowledge documentation
Technical environment
You will be working across environments that include:
- Microsoft 365 (Exchange Online, Teams, SharePoint, Entra ID, Intune)
- Windows Server and desktop environments
- Networking infrastructure: routers, switches, firewalls, wireless
- Endpoint security and monitoring tooling
- Remote support and documentation platforms
Information security is central to what WR360 does. You do not need a security background to apply, but you must be willing to learn and apply security-conscious thinking in everything you do.
Who we are looking for
If you are junior (0–2 years experience):
You will be trained to a functional level across our technical environment and client base. We will invest in your development and give you structured support through onboarding. In return, we expect curiosity, reliability, and a willingness to follow process. Certification is not promised as part of employment, but learning is.
If you are experienced (3+ years):
You will be expected to contribute from the start. Onboarding will focus on our processes, tooling and client-specific requirements — not technology fundamentals. You should be comfortable owning a queue, managing client expectations, and escalating appropriately without being prompted.
Both profiles are considered. The offer and role structure will reflect your experience level.
What we require
- Demonstrable technical ability across Windows and Microsoft 365 environments
- Networking fundamentals — you must understand TCP/IP, VLANs, routing basics and be able to troubleshoot connectivity issues
- Strong written and verbal communication - clients are people, not tickets
- Reliable and professional - you represent WR360 every time you pick up the phone
- Valid South African driver’s licence and own reliable vehicle
What is advantageous
- Prior service desk or helpdesk experience
- Exposure to information security concepts or tooling
- Familiarity with ITIL or structured support processes
- Any relevant certifications (CompTIA, Microsoft, vendor-specific)
Formal qualifications are not a requirement. We care about what you can do and how you work with people.
What we measure
- Ticket resolution time and first-contact resolution rate
- Accuracy and completeness of documentation
- Client satisfaction
- Escalation quality - when you escalate, is the context complete?
- Adherence to process and SLA targets
What to expect
This is a full-time, office-based role in Gqeberha. Client site visits form part of the role. You will work alongside a small, experienced team with direct access to senior technical staff. We operate structured processes and expect them to be followed.