IMMEDIATELY AVAILABLE? Not a morning person? Does the thought of waking up at 6 am to go to work fill you with dread? Not enough cups of coffee in the world to convince you that getting up early is a good thing? Avoid the killer commute and work from the comfort of your own home. About RemoteDesk RemoteDesk provides help desk staffing and services to Managed Service Provider's based in the US and the UK. https://www.remotedesk.support/ The Position This Service Desk Technician position is responsible for maintaining high-quality white-glove IT services and support for our Clients/Customers. Our goal is to deliver best-of-breed technical and non-technical support with outstanding customer service and timeliness. This position is part of the Managed Services team, candidates must be passionate about technology, highly skilled at providing amazing customer service, and thrive in high-demand and diverse working environments. You must have an excellent command of the English language and be able to communicate effectively over the phone. Working hours would be either 2PM to 11PM or 3PM to 12AM We are currently seeking a highly skilled service Tier 2 helpdesk technician with the drive and determination to help us support our client base with great customer service skills. This position reports to our Service Desk Manager. We are looking for an individual who is a problem-solver and has a proven track record of working within a team environment to successfully address challenging user computing issues , and is accustomed to leveraging technical training opportunities to improve their skills . If you have the experience and the desire, we'd like to talk to you. Responsibilities include identifying, documenting and troubleshooting user computing issues to resolution and maintaining customer satisfaction. Requirements: Minimum 50mb Fiber Line & Good Spec Computer with at least 2 to 3 Monitors Additional Benefit would be a power back up option, such as a generator or inverter etc, SOUTH AFRICAN CITIZENS ONLY Our service desk engineers are responsible for maintaining user up-time and improving their computing experiences through effective remote monitoring, maintenance and problem identification and resolution activities, as well as growing and developing the organization's perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies, management and maintenance processes. This position requires dedication, persistence, follow-up, effective utilization of provided resources and unbeatable customer service. This position will include identifying user problems and working within a structured problem management and resolution process to resolve them within established SLAs, and involves working with other resources and vendors to deliver effective support services. Responds to tickets and requests for assistance with the Client's network, servers, and computer systems. Provides escalation support for higher level ticket resolution. Identify problems, troubleshoot, and implement resolutions to assist customers. Assesses network and system performance as assigned by the Service Coordinator to resolve network problems and offers technical assistance to user. Perform service pack, hot fix and security updates to servers, workstations, printers, network hardware such as routers, switches, and firewalls. Configure and manage more complex solutions to meet the client's organizational needs. Consists of but not limited to email, mobile devices, Windows operating systems, ISP architecture, Wireless Internet access, etc. Utilize and maintain the ticketing and CRM system (ConnectWise) Meets required performance metrics and utilization targets Job duties include utilizing our remote monitoring and management (RMM) and professional services automation (PSA) solutions along with other service-specific tools and technologies to deliver remote user support services and update service request information, answer technical support calls, assign ticket severity, prioritize work accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. Overall relationship management and the ability to coordinate required resources to respond to complex IT requirements are desired. Other requirements include participating in ongoing training and attainment of manufacturer certifications, developing and maintaining relationships with user and vendor contacts, and preparing and presenting service and monitoring reports to management regularly. Minimum 3years of service desk experience Microsoft Certified Professional status is a plus Excellent knowledge of our supported software and technologies Strong interpersonal skills required to effectively communicate with users and vendors Passion for teamwork, continuing education, problem solving and exceptional customer service Must be well spoken, outgoing, organized, detailed-orientated, dependable and flexible Experience with: Dell Lenovo Microsoft AppRiver AutoTask (PSA) Datto (RMM) Splashtop Microsoft Office Microsoft Office 365 Microsoft Windows 7 Microsoft Windows 10 Microsoft Windows 11 SonicWALL Thin Clients SBS Server R30,000 to R34,000 depending on experience Apply Now

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Help Desk Technician Work from Home - South Africa

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