Junior Software Support Engineer

Nebula

. Manage the L1 Service Desk queue and act as the first line of contact for client support .

Posted 10/5/2026full-timeCape Town • South AfricaJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing Service Desk operations, including L1 and L2 ticket resolution, while maintaining high standards of customer service and communication. Proficient in identifying automation opportunities and enhancing knowledge base documentation to improve efficiency.

Highest-signal resume keywords

Service Desk ManagementL1 And L2 Ticket ResolutionKnowledge Base DevelopmentMicrosoft Office ProficiencyInterpersonal Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Desk ManagementL1 Ticket ResolutionL2 Ticket ResolutionDefect Backlog PrioritizationDaily Checklist VerificationAutomation IdentificationMonthly ReportingCall Management

Soft Skills

Interpersonal SkillsTeam CollaborationProactive AttitudeAttention To DetailCustomer Service

Tools & Technologies

Microsoft PowerPointMicrosoft ProjectMicrosoft WordMicrosoft Excel

Certifications & Qualifications

Tertiary Qualification In IT

Industry Keywords

Service DeskClient SupportDefect BacklogEscalation ManagementQuality Assurance

About the role

Key responsibilities & impact

Manage the L1 Service Desk queue and act as the first line of contact for client support
Manage and resolve L1 and L2 Service Desk tickets across multiple projects
Assist with prioritization and scheduling of the L2 defect backlog
Reduce L3 escalations through effective L1 and L2 triage
Perform and oversee documented daily checklist verification
Build and maintain the Service Desk knowledge base
Identify automation opportunities to enhance Service Desk monitoring
Report on monthly Service Desk operations
Communicate recurring issues to the relevant Product Quality Analyst and work closely with the DevOps team
Work a rotational Service Desk standby schedule for monitoring and escalations
Answer and manage incoming Head Office calls, screening, transferring, and routing calls while maintaining customer service standards

Requirements

What you’ll need

Tertiary qualification in IT
Strong interpersonal and communication skills
Ability to work in a team-oriented environment
Pro-active attitude with high levels of energy, tenacity and enthusiasm to deliver results
Exceptional focus on quality and strong attention to detail
Competent in Microsoft PowerPoint, Project, Word, or Excel
Good command of written and verbal business English

Benefits

Comp & perks

20 leave days a year
High spec laptops and equipment for comfortable remote work
Flexible working hours from Monday to Friday
Well-being program
Employee support services for employees and their families
Paid Microsoft courses and certifications
Culture and Social Responsibility initiatives
Hackathons